For whatever reason, we have gotten away in the healthcare industry with acting very, very poorly towards our customers. |
Historically, these esteemed institutions have been able to rely on their reputations. Now they understand that they must provide exceptional service, in addition to their clinical performance. |
Hospitals and physicians historically have not done a good job with customer service. But there's a sense at some of those hospitals that we need to change because our competition is changing. |
It's accelerating, particularly for primary care physicians. |
They've got to expand the pie. |