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When Patients Feel as Powerless as Hostages – Institute for Healthcare Improvement (IHI)

Len Berry is a distinguished professor of marketing and author of ten books and numerous articles on how to address service “failures” in health care. Berry is the lead author of “When Patients and Their Families Feel Like Hostages to Health Care,” published in the September 2017 issue of Mayo Clinic Proceedings. In the article, he and his co-authors recount circumstances and provider behaviors that intimidate patients and loved ones to the point of making it impossible to speak up and engage with health care from any position of dignity or strength. The examples in the article are stark, say the authors, but need to be stated if we’re ever going to get to a different place. That’s the spirit behind this webinar featuring Berry and his two co-authors.


  • Leonard L. Berry, PhD, MBA, university distinguished professor of marketing, regents professor, M.B. Zale Chair in Retailing and Marketing Leadership, Mays Business School, Texas A&M University; IHI Senior Fellow
  • Rana Awdish, MD, director Pulmonary Hypertension Program, medical director of Care Experience, Henry Ford Health System
  • Kedar Mate, MD, chief innovation and education officers, IHI

Learn more about this event

  • Start Date: 11/21/2017, 2:00 PM
  • End Date: 11/21/2017, 3:00 PM

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

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