To determine customer satisfaction the North Mississippi Medical Centre, (NNMC) a US rural hospital and winner of the 2006 Malcolm Baldrige National Quality Award, systematically and randomly surveyed a sample of recently treated patients from each of inpatient, outpatient, emergency services, home care and long term care settings. Each set of questions was tailored to the service the patient received and designed to capture actionable information about the patient's experience. The data was ana...
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