The Power of Personal Communication: “Moving the Needle” on HCAHPS

Have you heard of Zappos? Have you ordered anything from them? They are awesome and offer free returns, good prices, and are known for having INCREDIBLE service. In particular, Zappos places a very high value on the conversations that are had each day over the phone between their staff and customers – it’s a top priority in their business to exceed expectations.Now, compare that approach with some solutions that want to automate the “interactions” between patients. While this process may be