A key driver for customer engagement at Charleston Area Medical Centre Health System (CAMC), a US hospital system and winner of the 2015 Baldrige National Quality Award, was the value of respect. Results from a system wide campaign to hardwire the value of respect achieved an improvement for nursing and physician HCAHPS ratings on courtesy…

BPIR Categories

15.2.2 Customer retention/referral/relationship building
15.2.4 Service performance e.g. quality/delivery/value

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