Outsourcing satisfaction gives system a boost

One might expect Kristin Baird, RN, MHA, the author of a book about customer service in health care and vice president of business development at the small central Wisconsin health system Watertown Area Health Services, to know the value of measuring patient satisfaction. That assumption is correct. And since the system and its hospital, five clinics, and two senior housing complexes already engage in external benchmarking of financial and quality indicators, you might expect that they did the same with patient satisfaction. But here, you'd be wrong.