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customer satisfaction, outcomes, patient relations, quality of care



  1. Weston, Marla J. MS, RN
  2. Weston, Richard R. PE


Experiencing the healthcare system during an acute surgical event highlighted factors that contributed to customer-driven outcomes. Communicating intentions of and rationale for interventions increased the patient and family's confidence, and engaged the whole mind-body connection into the healing process. Utilizing the family as a repository of patient information incorporated their perspective, knowledge, and wisdom into the delivery and evaluation of patient care. Lastly, fostering the relationship between the nurse and the patient and family strengthened the therapeutic process, thus providing a foundation for customizing care.