Foreword by Donald M. Berwick.

Preface.

Acknowledgments.

Introduction.

The Editors.

The Contributors.

PART ONE: CASES AND PRINCIPLES.

1. Success Characteristics of High-Performing Microsystems: Learning from the Best (Eugene C. Nelson, Paul B. Batalden, Thomas P. Huber, Julie K. Johnson, Marjorie M. Godfrey, Linda A. Headrick,and John H. Wasson).

2. Developing High-Performing Microsystems (Eugene C. Nelson, Paul B. Batalden, William H. Edwards, Marjorie M. Godfrey, and Julie K. Johnson).

3. Leading Microsystems (Paul B. Batalden, Eugene C. Nelson, Julie K. Johnson, Marjorie M. Godfrey, Thomas P. Huber, Linda Kosnik, and Kerri Ashling).

4. Leading Macrosystems and Mesosystems for Microsystem Peak Performance (Paul B. Batalden, Eugene C. Nelson, Paul B. Gardent, and Marjorie M. Godfrey).

5. Developing Professionals and Improving Worklife (Thomas P. Huber, Marjorie M. Godfrey, Eugene C. Nelson, Julie K. Johnson, Christine Campbell, and Paul B. Batalden).

6. Planning Patient-Centered Services (Marjorie M. Godfrey, Eugene C. Nelson, John H. Wasson, Julie K. Johnson, and Paul B. Batalden).

7. Planning Patient-Centered Care (John H. Wasson, Marjorie M. Godfrey, Eugene C. Nelson, Julie K. Johnson, and Paul B. Batalden).

8. Improving Patient Safety (Julie K. Johnson, Paul Barach, Joseph P. Cravero, George T. Blike, Marjorie M. Godfrey, Paul B. Batalden, and Eugene C. Nelson).

9. Creating a Rich Information Environment (Eugene C. Nelson, Paul B. Batalden, Karen Homa, Marjorie M. Godfrey, Christine Campbell, Linda A. Headrick, Thomas P. Huber, Julie K. Johnson, and John H. Wasson).

PART TWO: ACTIVATING THE ORGANIZATION AND THE DARTMOUTH MICROSYSTEM IMPROVEMENT CURRICULUM.

10. Overview of Path Forward and Introduction to Part Two.

11. Introduction to Microsystem Thinking.

12. Effective Meeting Skills I.

13. Assessing Your Microsystem with the 5 P’s.

14. The Model for Improvement: PDSA!!.

15. Selecting Themes for Improvement.

16. Improvement Global Aim.

17. Process Mapping.

18. Specific Aim.

19. Cause and Effect Diagrams.

20. Effective Meeting Skills II: Brainstorming and Multi-Voting.

21. Change Concepts.

22. Measurement and Monitoring.

23. Action Plans and Gantt Charts.

24. Follow Through on Improvement: Storyboards, Data Walls, and Playbooks.

25. Conclusion: Continuing on the Path to Excellence.

Appendix A: Primary Care Workbook.

Name Index.

Subject Index.