To listen to its patients and other customers of Memorial Hermann Sugar Land (MHSL) a US Acute Care community hospital and winner of the 2016 Baldrige National Quality Award, primarily used the Patient Satisfaction survey and the complaint management process. Additionally, MHSL leaders daily round on hospital patients and families provided information about care and…

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms

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