Quality and customer service in healthcare have been the new focus of managers and leaders. As you have discovered in previous units, there are surveys that are used to measure customer satisfaction and are linked to reimbursements of care. Ask at least three non-healthcare employed people what are the most important aspects of a hospital visit. Discuss the responses and how to incorporate those responses more fully into a health care system. Finally, as a nurse leader or manager, analyze how customer service techniques can be used in nursing care to improve quality of care and involve the patient in their care.
