"When there is a plane crash, an airline will suffer a major setback in public opinion, just as a hospital suffers when a preventable tragedy occurs in its operating room. But precluding such a catastrophe, **patients judge their experience by the way they are treated as a person, not by the way they are treated for their disease**." --- **Tags** -- [[quotes]], [[client-service]], [[customer-experience]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]