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"My biggest breakthrough was with a neurosurgeon who had been a frequent user of our physician disruption program."
—Thomas Wright, president and CEO of Delnor-Community Hospital, Geneva, IL, at HealthLeaders Media 09 in Chicago, on the importance of never giving up on engaging physicians in efforts to improve patient experiences.
"Work is theater, and every business is a stage."
—Joe Pine, Pine & Gilmore, Aurora, OH, at the 2009 HealthLeaders Media Marketing Awards in Chicago, on how every worker, from the receptionist to the CEO, affects the patient experience, and each employee should know his or her part to play.
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