Little Things Mean a Lot When the Goal Is Customer Services and Patient Satisfaction

Lockhart, Cynthia; Berch, Stephanie
October 2005
Critical Care Nurse;Oct2005, Vol. 25 Issue 5, p88
Academic Journal
Focuses on the outcome of the creation of a patient loyalty team in the postanesthesia care unit of the Memorial Hospital in South Bend, Indiana, which is aimed at customer service and patient satisfaction. Components of the service recovery approach; Goals of the team; Details of how the initiatives were applied in just one area.


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