Nursing Leadership and Management

https://www.youtube.com/watch?v=4M0ooFlJmfk&feature=youtu.be  Water the video above link and answer question below Compare  the depicted “customer experience” in the video to a “patient experience” in a healthcare organization. 2. Why are care experiences often frustrating?  – through the consumer (patient)’s eyes? 3.  Identify the  characteristics of the employees (care givers) involved  — for example, the attitudes and behaviors that affected the experience they provided.  Why were they a problem to the recipient? 4.  Why is the consumer (patient) experience critical to quality outcome

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