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Letter "M" » Mike Schatzlein Quotes
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«Our expectations for everything are higher today than they were 10 years ago. I've heard people say, 'If I go to the doctor and he's 15 minutes late, I leave.' That never would've happened in 1990. But in 1990, we thought it would be perceived as extravagant to have private rooms and room service and these hotel-like amenities at a hospital.»
Author: Mike Schatzlein
«At Dupont, we didn't set out to have hotel-like amenities. But we wanted a different kind of hospital, one with a new paradigm. That resulted in a trip to the Disney Institute.»
Author: Mike Schatzlein
«It had us think in a different way about how to achieve the experience we wanted to give patients. It was what taught us that the setting, processes and people who work here all had to support the hotel-like customer service theme.»
Author: Mike Schatzlein
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