"**The engine for growth is patient perceptions. The engine for efficiency is process improvement.** If we are going to create a culture where employees take an active part in helping sustain the company this should be common knowledge throughout the organization. Off the top of their heads, every caregiver ought to be able to list the top three or four drivers of patient perceptions that produce loyalty. Every manager of a unit that has patient contact should be focusing regularly on these top drivers and requiring staff to be proficient in ways that create the key impressions that matter most to patients." --- **Tags** -- [[quotes]], [[growth]], [[marketing]], [[customer-experience]], [[client-service]], [[efficiencies]], [[law-firm-business]], **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]