COMPANY/ORGANIZATION
A South Florida hospital. The CEO of the hospital saw the need to provide exceptional customer service to differentiate itself from the competition and avoid being acquired.
PROBLEM
The hospital was undergoing a series of changes involving personnel, organizational alignment and even an expansion of the property which caused disruption to the entire staff. The attitude of many of the hospital personnel was focusing on the negative aspects of the changes and reflected on reduced sensitivity towards the patients. Some ratings from the Joint Commission were below average and the public opinion about the hospital was poor.
SOLUTION
>Management Resources Inc. (MRI):
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