Background
Since the implementations of the Affordable Care Act, hospitals have started seeing the impact of less than impressive customer satisfaction scores have on their financial bottom line (“Shining a Light Health Insurance Rate Increases.”). Mercy hospital has not been spared by this unfolding development in the health sector. According to Press Ganey surveys, the customer service score for Mercy hospital was in the 6th percentile in 2011. With a renewed focus on excellence in the areas rated, healthcare leaders are focusing on key areas of quality and satisfaction improvement, since even small changes can have an impact (“Kaiser Health News”) Some ...