Standards for Satisfaction

Corvino, Frank A.
June 2005
Marketing Health Services;Summer2005, Vol. 25 Issue 2, p45
Academic Journal
This article provides information on a corporate turnaround at Greenwich Hospital in Connecticut, which shifted focus to a patient-centered approach. The article outlines the challenges the hospital faced: a shortening in length of patient stays, a decline in revenue, and competition from New York City hospitals. The hospital constructed a new facility, partnered with Yale-New Haven Health Systems, and focused on key service lines. While these changes were necessary, a missing piece was patient satisfaction and service excellence. The article outlines how Greenwich Hospital launched that campaign, including establishing employee expectations, creating a steering committee, resolving patient problems, creating incentives, maintaining improvements, and reviewing lessons learned.


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