Gaining Insight into Surgery Utilization to Improve Satisfaction Case Study: GWINNETT MEDICAL CENTERBACKGROUND Gwinnett Medical Center (GMC) is a 553-bed medical system based 30 miles northeast of Atlanta. The organization employs more than 880 physicians and 5,500 associates. It has more than 30,000 inpatient visits and 630,000 outpatient visits each year. The hospital’s mission is to provide quality health services to its community. GMC’s values include: safety first and foremost, the patient is at the center of everything the hospital does, respect for the individual, the pursuit of excellence, promotion of positive change, and service to the community. As part of how it lives its values, GMC strives to identify new and better ways of accomplishing its goals through re

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