Memorial Hermann Sugar Land (MHSL) a US Acute Care community hospital and winner of the 2016 Baldrige National Quality Award, set a target of resolving 100% of complaints with 30 days. Due to proactive and pervasive rounding, the number of grievances remained around one across all segments. The Percentage of Very Good Responses and Very…

BPIR Categories

15.2.2 Customer retention/referral/relationship building
15.2.1 Customer satisfaction, accolades, awards
15.2.4 Service performance e.g. quality/delivery/value

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