Appliance seller has lessons for hospitals about patient experience

July 25, 2019

A small group of hospital leaders gathered at Abt Electronics recently to learn the importance of options and customization, according to an article on the Chicago Tribune website.

The retailer’s motto, “The answer is always ‘yes’ to any reasonable request.”

 “We’re all consumers, it doesn’t matter if we’re a consumer of health care or buying a car or appliance,” said Susan Okuno-Jones, chief nursing officer at Advocate Good Samaritan Hospital in Downers Grove, Ill.

Hospitals are trying a number of initiatives to improve their patients’ satisfaction. Some are hiring chief patient experience officers, who work across hospital departments to boost patients’ perceptions.

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