Related Experiment Video
Updated: Aug 7, 2026

14:32
Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Are they patients or customers?
Abstract:
Imagine you could reduce complaints in your institution from 2.5 to .5 per 1,000 patient encounters, while simultaneously increasing patient compliments from .5 to 5.1 per 1,000 patients. Imagine that you could have 10 times as many delighted customers as complainers. In fact, that's what happened at Inova Fairfax Hospital's Department of Emergency Medicine, Falls Church, VA.
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