title: Are they patients or customers?
abstract: Imagine you could reduce complaints in your institution from 2.5 to .5 per 1,000 patient encounters, while simultaneously increasing patient compliments from .5 to 5.1 per 1,000 patients. Imagine that you could have 10 times as many delighted customers as complainers. In fact, that's what happened at Inova Fairfax Hospital's Department of Emergency Medicine, Falls Church, VA.
authors: Inova Fairfax Hospital, Falls Church, VA, USA.
authors: T A
authors: TA
authors: Mayer
authors: R J
authors: RJ
authors: Cates
mesh_terms: D003254:Consumer Advocacy; D004636:Emergency Service, Hospital / Q000592:standards*; D006786:Hospitals, Urban / Q000592:standards; D006801:Humans; D017060:Patient Satisfaction; D014768:Virginia