A component of the Bronson Methodist Hospital (BMH), a US tertiary medical centre and winner of the 2005 Malcolm Baldrige National Quality Award (health care sector), journey to excellence was a focus on delivering customer service excellence. To improve patient /customer satisfaction, BMH aimed at minimising patient/customer dissatisfaction. Two key areas of dissatisfaction for patients…

BPIR Categories

1.3.1 Build customer relationships

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