Consumer Sovereignty As Success Strategy

I was reading an interview with Donald Berwick in HealthLeaders Media earlier this week and something about the interview sounded vaguely familiar. The quote that caught my attention, in Donald Berwick On Better Care As A Route To Financial Success:

If you look at what...happens in hospitals, we have tremendous areas of overuse of procedures, technology, and tests that cannot help people. They are being done for historic reasons…We have a tremendous amount of paperwork and non-value added activity that staff are forced to engage in and that the patient pays the price for. We have continuing . . .