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HBOK 1-043

Title Exceeding Patient Expectations of Their Hospital Experience
Author(s) Yanira Benitez and Brooke Billingsley
Topic Organizational Culture

Listening to Customers

Qualities of Customer-Focused Organizations

Abstract Often, when hospitals seek ways to cut costs they choose options that impact customer service negatively. BJC HealthCare in St. Louis, MO, chose instead to focus on improving customer satisfaction. While determining patient requirements can be challenging, BJC used approaches to collect and classify key customer requirements to satisfy patients from a revenue cycle’s perspective. The resulting patient-focused strategy is geared toward delighting customers, and has made BJC the region’s healthcare provider of choice. By doing the right thing for the patient, BJC expects to realize savings of $87 million over the next ten years.
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Reference Code 1-043

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