Historically, these esteemed institutions have been able to rely on their reputations. Now they understand that they must provide exceptional service, in addition to their clinical performance.

Elizabeth Woodcock

Able Esteemed Exceptional Historically Institutions Provide Rely Reputations Understand

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Hospitals and physicians historically have not done a good job with customer service. But there's a sense at some of those hospitals that we need to change because our competition is changing.

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For whatever reason, we have gotten away in the healthcare industry with acting very, very poorly towards our customers.

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They've got to expand the pie.

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Legitimate institutions historically have been defenseless in the face of outright fraud.