Charleston Area Medical Centre Health System (CAMC), a US hospital system and winner of the 2015 Baldrige National Quality Award, identified the key drivers of client dissatisfaction as staff attitude and responsiveness and used these to measure the effectiveness of the complaint management process .Consequently CAMC’s HCAHPS Responsiveness Composite score revealed close to benchmark targets.…

BPIR Categories

15.2.1 Customer satisfaction, accolades, awards
15.2.2 Customer retention/referral/relationship building

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