"The tools and methods that the IHI develops and teaches about process improvement are the most revolutionary in the 28 years of my involvement in Quality Improvement. This does make a difference. And without support from SNI & Kaiser, public hospitals and their patients could not afford this education. You can't get this from a book."

"By sending teams the organization can build multidisciplinary groups that have baseline knowledge . . . It is important for the organization to visibly tie efforts and hard work into something larger."

"Public hospitals especially need the expertise to improve quality, as they are taking care of the least fortunate group of society."