Treating patients like customers. Despite recent gains, healthcare still has a lot to learn about measuring satisfaction. Interview by Richard K. Thomas.
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D019538:Health Care Surveys; D015285:Hospital-Patient Relations; D006801:Humans; D008389:Marketing of Health Services / Q000458:organization & administration*; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011369:Professional-Patient Relations; D014481:United States