We would like to commend you on your editorial "Value and accountability are the winning combo at year's end" (Dec. 7, 1998, p. 36). As chief executive officer of a community hospital in northwest Florida, I realize the need to address issues from our customer's perspective. Doing so has helped us increase our market share significantly.
I am pleased that you recognize the need to regain the confidence of our patients, our communities and our physicians. Our customers are well-informed, active participants in their medical care. Their expectations have raised the bar in the healthcare service industry.
As you suggested, "It will be difficult to achieve excellence . . . unless every person in the organization . . . commits to the strategy." The grounding focus of our service-excellence program is patient satisfaction. We consider that to be the single focus to achieve multiple results.