In healthcare just as in hospitality business service drives customer perception. As service is prone to be non standard and variable, any slip up – perceived or genuine is viewed by the customer with trepidation. More so in healthcare where the customer perceives his/ her well-being at risk. Emotions run high not just of the patients but attendants as well and you can easily have a surfeit of dissatisfied customers.

What makes a great healthcare brand? What is the best way for a hospital to communicate?