Michael Murray, PhD is a health services researcher, consultant, and educator. His general research interests include: patient evaluations of care and use of such data to improve healthcare, staff satisfaction/morale, and quality improvement methods. Michael is a Senior Research Associate with the University of Toronto’s Hospital Report Research Collaborative; his particular focus is on patient satisfaction. He is also a Senior Research Advisor with NRC+PICKER Canada, where he works on patient and staff satisfaction projects. He has worked on numerous collaborative projects with Canadian healthcare organizations; his work has focused on evaluation of improvement efforts, use of patient evaluation data, development of patient evaluation survey instruments, the development of performance measurement systems, and understanding performance indicators using control charts.