title: Ensuring a customer-focused experience: two success stories.
authors.forename: E G
authors.initials: EG
authors.lastname: Lanser
mesh_terms: D003237:Connecticut; D005431:Florida; D006754:Hospital Restructuring / Q000458:organization & administration*; D006801:Humans; D017146:Models, Organizational; D020380:Needs Assessment; D019982:Organizational Case Studies; D009936:Organizational Innovation; D017060:Patient Satisfaction; D018802:Patient-Centered Care / Q000458:organization & administration*; D011785:Quality Assurance, Health Care / Q000458:organization & administration*