Case Study: Service With a Smile

SO YOU MISSED YOUR RIDE HOME BECAUSE THE HOSPITAL SCREWED UP your outpatient appointment? Don't worry. Chances are a smiling hospital employee will give you cab fare home. Miss a hospital meal because you got stuck down in radiology? No problem. You might get your own special meal to make up for it. Unhappy with your stay? In all likelihood, your case was the exception. The hospital is sorry, and they might just say it with flowers.