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Customer service excellence is more than nice to have--it’s a must for physician practices and hospitals that want to control their liability and improve their bottom line. If patients believe they are important participants in their own healthcare--rather than nameless faces that you and your staff try to move through your office as quickly as possible--they’re less likely to sue you and more likely to work with you to find solutions. The only way to ensure customer service excellence is to implement an organized, visible customer service program throughout your organization and keep it alive through consistent maintenance efforts.