Stakes high for hospital service

The stakes are higher than ever for hospitals to improve the patient experience. Starting in October, it could mean millions of dollars for hospitals as patient satisfaction for the first time is factored into how much Medicare reimburses for the care of senior citizens. And Metro Detroit hospitals are jumping into action, retraining employees in customer service and offering perks such as made-to-order room service meals and VIP lounges to cater to patients and their families.