"The team made a list of the things we thought mattered most to patients. Then we tried to anticipate which half dozen or so should be weighted as being most significant. These would become our themes for teaching patient-focused care. Blended with a mission rooted in Christian values of service and love, **we decided on five behaviors that mattered most**. If our employees gave special attention to the following, we were sure we would earn the loyalty of our patients. 1. Sense people’s needs before they ask (**initiative**). 2. Help each other out (**teamwork**). 3. Acknowledge people’s feelings (**empathy**). 4. Respect the dignity and privacy of everyone (**courtesy**). 5. Explain what’s happening (**communication**). "In the passing years tens of thousands of patient-satisfaction surveys from a score of **research companies have validated these five behaviors** as having the highest correlation with overall satisfaction and loyalty. --- **Tags** -- [[quotes]], [[organisational-culture]], [[character]], [[personal-values]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]