American health care has made great strides in the pasthundred years. Life expectancy has increased dramatically andadvances in medicine and treatments have eradicated manylife-threatening diseases. However, in today's health care arenathere is divergence between our health needs, the structure of ourhealth care system, and how health care is delivered andfunded.In Forces of Change, David A. Shore has collected theleading thinking from experts in the field on how our health caresystem can benefit from important lessons from other industries andeffect transformational change that truly serves all stakeholderswell.Contributors include Max Caldwell of Towers Watson; Michael J.Dowling of North Shore-Long Island Jewish Medical HealthSystem; John P. Glaser of Siemens Healthcare; Ashish K. Jha of theHarvard School of Public Health; Eric D. Kupferberg of NortheasternUniversity; Lucian Leape of the Harvard School of Public Health;Jeff Margolis of the TriZetto Group, Inc.; and David Shoultz ofPhilips Electronics.

Editor's Preface viiDavid A. Shore, Harvard School of Public HealthAcknowledgments xiiiThe Editor xvThe Contributors xviiPart One: Can We Get Better? 11 Framing the Forces of Change 3David A. Shore2 The Market Dynamics of Health Care 21Eric D. Kupferberg, Northeastern University, Harvard School ofPublic Health3 Transformational Leadership: The Key to Success 35Michael J. Dowling, North Shore-LIJ Health System, HarvardSchool of Public HealthPart Two: The Elements of Change 494 Employee Engagement and the Transformation of the Health CareIndustry 51Max Caldwell, Towers Watson5 Patient Safety in the Era of Health Care Reform 67Lucian Leape, Harvard School of Public Health6 Health Care Reform and Technological Innovation 85David Shoultz, Philips Electronics7 Health Care IT: A Critical Enabler for Health CareTransformation 101John P. Glaser, Siemens Healthcare8 Health Care IT: A Reality Check 115Ashish K. Jha, Harvard School of Public Health9 A Systematic Solution: Integrated Health Care Management129Jeff Margolis, The TriZetto GroupPart Three: Reshaping the Organization 14710 Stakeholder Interactions: Can We Transform Bad Behavior?149Eric D. Kupferberg11 The Trust Prescription: How Health Care Organizations Can Winthe Confidence and Compliance of Their Key Stakeholders 169David A. Shore12 A Winning Brand: Leveraging the Power of Intangible Assets191David A. Shore13 Implementing Health Care Change through Projects 211David A. ShoreEndnotes 229Index 253