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Tuesday, August 27, 2013
By James Merlino, MD, Chief Experience Officer, Cleveland Clinic Health System, President, Association for Patient Experience
We are in the ultimate customer service business. There is nothing more personal or service-oriented than healthcare. Think about what we do! People, patients place their absolute trust in us; they put their lives in our hands. This occurs at their most vulnerable and often most frightening time of their lives. We have an absolute responsibility to care for them. But while this is the most important customer service business, we are in a customer service business where the customer is not always right.
, patient satisfaction