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Column: Site Visit: Shriners Hospitals for Children--Cincinnati

Summary: A major challenge at the Shriners Hospitals for Children is to organize ever-changing and complex systems into a seamless experience for the patient and family. At each step in the patient's stay, staff tries to influence the experience with expectations for excellence, efficiency, and compassionate care. Areas of importance in the process include: transportation, care coordination, outreach clinics, and continuum of care.

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  • Topics: Customer Experience Management
  • Keywords: Medical,Case study,Health care
  • Author: Cleeter, Deborah
  • Journal: Journal for Quality and Participation