title: Customer service: moving from slogan to point of differentiation.
abstract: To make its commitment to customer-centered care real, Dean Medical Center interviewed patients and created a "Vital Signs" scorecard. Performance is now measured according to those key areas specified by patients. Face-to-face communication from upper management to all employees and employee training has facilitated the program.
authors.affiliation: Dean Medical Center, Madison, WI 53713, USA.
authors.forename: S
authors.initials: S
authors.lastname: Thies
mesh_terms: D003625:Data Collection; D006123:Group Practice / Q000458:organization & administration / Q000592:standards*; D007255:Information Services; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000592:standards*; D011785:Quality Assurance, Health Care; D014922:Wisconsin