Health care facilities focus on customer service as well as care


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TV commercials and billboards are part of how local hospitals work to attract patients, but the facilities also are striving to bring back the patients who gave them a try.

The hospitals are training every employee, from doctors to custodians to records clerks, in customer service skills such as how to greet patients and how to escort family members to wherever they were going in the hospital.

The results of the customer service efforts are measured in Medicare surveys that ask about patients’ experiences, polling them on issues such as whether their bathrooms were clean and whether they would recommend the hospital to a friend.

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