Remember the phrase, "The customer is always right?"

If you listen to customer service reps in many companies, or go to a restaurant or retail store, that status is fast disappearing. Gone are the days when consumers had free range to demand satisfaction as part of doing business. Some companies get it right, but many do not.

In health care, satisfying the customer is even more important. As a matter of fact, it's downright critical to your success and the customer's financial and physical survival. A critical effect of the dynamic changes continuing to take place in health care — such as The Patient Protection and Affordable Care Act — is the rise of consumerism and, most importantly, the role of patient experience. Patient experience not only impacts consumer perception, but also clinical efficacy, as reported by Executive Insight magazine.

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