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Achieving Patient (aka Customer) Experience Excellence
book

Achieving Patient (aka Customer) Experience Excellence

by Rhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, Gregory D. Erickson
June 2013
Intermediate to advanced content levelIntermediate to advanced
137 pages
4h 45m
English
Productivity Press
Content preview from Achieving Patient (aka Customer) Experience Excellence
113
Epilogue: One Year
Later—Making It Stick
Even When It Gets Sticky
Rhonda: It’s a never-ending story.
I received an e-mail advertising the conference where Greg and
I shared our story the year before. It made me reect on the
high we felt at that time. Since our return from the conference,
there have been many ups and downs. We lost some very valu-
able leadership. Some were courted away by other hospitals, and
some left for family obligations. Either way, it was dicult when
the leaders left. We had the rst hit to our patient safety results in two years. ere
were some nancial and patient satisfaction setbacks as well. ere were always ...
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Publisher Resources

ISBN: 9781466583085