A key indicator of customer engagement at Memorial Hermann Sugar Land (MHSL) a US Acute Care community hospital and winner of the 2016 Baldrige National Quality Award, was customer recommendations to family and friends. MHSL compared its performance in the categories of Medicine, Med Surg and Obstetrics Inpatients against the Hospital Consumer Assessment of Healthcare…

BPIR Categories

15.2.2 Customer retention/referral/relationship building
15.2.1 Customer satisfaction, accolades, awards
15.2.4 Service performance e.g. quality/delivery/value

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