To ensure it delivered service excellence, the Geisinger Health System, a physician-led US health care system, improved access and enhanced care provision, implemented same-day appointments, and initiated an external scheduling app. To address interactions that troubled patients, Geisinger launched an initiative aimed at ‘ right for every patient every time’ that included a provision to…

BPIR Categories

7.2.2 Handle warranties & claims
7.3.2 Manage customer complaints

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