COVER STORY / YOUR PATIENTS' EXPERIENCE
T
he entire marketplace is
adapting to the reality of
these increased customer
expectations. Some companies
have determined what their customers
expect and reshaped their business
accordingly. And many, as a result, are
thriving.
Even the Toronto Transit Commission,
an organization that has historically
struggled with customer care and service, is
beginning to change. And their customers
are responding.
The same is true in health care,
particularly fee-for-service health care.
Patients have choices. Building a practice
that creates [