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Inspiring patient loyalty, not satisfaction
1Fred Lee & Associates Inc., Altamonte Springs, Fla., USA.
Trustee : the Journal for Hospital Governing Boards
|April 25, 2003
Abstract:
The distinction between loyalty and satisfaction is a significant one that requires staff to go above and beyond what is expected (i.e., satisfaction). In Lee's experience, most stories of patient loyalty have to do with empathy, caring and compassion.
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