Patients are a virtue; Customer service focus will improve the bottom line.(Charles S. Lauer)

Modern Healthcare,  January, 2008  by Lauer, Charles S.

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Byline: Charles S. Lauer

Not enough people in this industry seem to care enough about the patient experience in their institutions. Spending on the simple things that can make being in the hospital just a little bit friendlier and less unsettling is seen as superfluous at a time when many providers are struggling to meet their bottom-line demands.

You can see it in black and white in the pages of this magazine. The latest survey of priorities of chief executive officers by the American College of Healthcare Executives (Jan. 7, p. 8) finds that finances are their biggest concern, ...

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