Lessons in Hospital Courtesy

From the Boston Globe:

Boston teaching hospitals -- known for their world-class medical care, but sometimes brusque treatment of patients -- are responding to increased competition among themselves by trying to make patients feel more like valued customers.

Mass. General brought in a consultant from Ritz-Carlton, the global hotel chain known for its luxury service, to stress what may seem obvious: the importance of a warm smile and addressing patients by name.

Getting customer service right is a higher priority because patients are becoming more discerning and are more likely to shop around for care, said hospital officials. Also, starting in 2007 the federal Medicare program plans to post the results of standardized patient-satisfaction surveys. That will allow the public to view how patients ranked their hospital experience.