Why This Health System Offers Refunds to Dissatisfied Patients
Harvard Business
NOVEMBER 16, 2016
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. Implementing the program has of course required careful attention to both human and process issues.
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