Inspiring patient loyalty, not satisfaction
Lee, F.
Trustee the Journal for Hospital Governing Boards 56(4): 24-28; 1
2003
ISSN/ISBN: 0041-3674 PMID: 12710270 Document Number: 561397
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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