'Satisfaction' Costs

Weisberg, Karen
August 2006
FoodService Director;8/15/2006, Vol. 19 Issue 8, p16
Trade Publication
In this article the author reflects on the unfairness of the patient satisfaction scores given to healthcare operators. She cites the frustrations of Linda Lafferty, director of food and nutrition services at Rush University Medical Center, over the inherent unfairness of grading on a curve. She points out the question raised by Marty Rothschild, VP of sales and marketing for Aladdin Temp-Rite, regarding the lack of correlation with cost in the patient satisfaction continuum.


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