News Headlines Article

Healthcare overhaul leads hospitals to focus on patient satisfaction
Los Angeles Times

Now, patients at San Francisco General Hospital are greeted by a smiling face and a helping hand to guide them along the path to getting care. It’s one of a series of customer-friendly touches being added at the 156-year-old institution by a newly named “chief patient experience officer.”

“Saying ‘number 32′ versus ‘Mr. Jones’ is dramatically different,” said Baljeet Sangha, who holds the new position. “We have to remind ourselves these are people.”

Under the national healthcare overhaul, patient experiences matter.

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