An example arose recently at Jeroen Bosch hospital in the Netherlands. It was the brainchild of Jeanne Smith, whose job includes serving coffee to patients on the wards. You see her here.
Immediately, the complaints disappeared, as the coffee was served at a uniform temperature throughout the wards.
Now, admittedly, this is not an item of high clinical importance, but it is an indication of patient satisfaction. After all, if you are going to offer coffee, why not make sure it is the correct temperature?
Jeanne's improvement won first prize in the poster portion of the hospital's Quality and Safety Day last week. Her poster title was "Dit is andere koffie!" ("This is different coffee!") CEO Willy Spaan said, "This is just the kind of sense of initiative and constant improvement that we are trying to encourage."