Houston Business Journal, October 1, 2013
Hospital executives have traditionally paid little attention to customer care, but the Affordable Care Act is going to change that, insiders say. Hospitals and health care systems can take note of basic best practices implemented by the most magical place on earth, said Steven Sullivan, vice president of Pearl Meyer & Partners LLC, an executive compensation consulting firm in Houston. In fact, it's in their best interest to do so, he said. I've never been to Disney World myself, but have heard it's magic.