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The health care industry is obsessed with consumer satisfaction. But national patient surveys still don't get at an important question: Are hospitals delivering culturally competent care?
The health care industry is obsessed with consumer satisfaction. But national patient surveys still don't get at an important question: Are hospitals delivering culturally competent care?
Each day, thousands of patients get a call or letter after being discharged from U.S. hospitals. How did their stay go? How clean and quiet was the room? How often did nurses and doctors treat them with courtesy and respect? The questions focus on what might be termed the standard customer satisfaction aspects of a medical stay, as hospitals increasingly view patients as consumers who can take their business elsewhere.