Batrich M, Domerchie M
Semin Nurse Manag. 1995 Sep;3(3):131-2.
Health care institutions across the country are recognizing that their success is dependent on satisfied patients. The Emergency Department in this community teaching hospital dramatically improved their patient satisfaction rates with a customer-focused program. The effort was based on defining the patient's perception, developing a multidisciplinary team to address the issue, and implementing a plan in which every employee was a part of the solution.
