Why This Health System Offers Refunds to Dissatisfied Patients
Harvard Business
NOVEMBER 16, 2016
We correctly suspected that the media would find a degree of fascination with the story. Our strongest motivation, however, was getting skin in the game to galvanize our 30,000 employees to achieve an excellent patient experience every time, and to create a forcing function for improvement, uncovering problems we were unaware of.
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