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Becoming a five-star customer service facility means focusing on patient satisfaction at both the macro and micro levels. Customer service and communication will quickly decline if you do not pay enough attention to them. They must become woven into the very fabric of your facility.

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With this book and CD-ROM, you will develop a formalized, non-punitive structure to examine nurses after unexpected patient outcomes to evaluate whether the care provided was within the agreed upon standards of nursing care. It also includes a mechanism to track and trend data regarding quality of care issues.

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