Inspiring patient loyalty, not satisfaction.

Full Abstract

The distinction between loyalty and satisfaction is a significant one that requires staff to go above and beyond what is expected (i.e., satisfaction). In Lee's experience, most stories of patient loyalty have to do with empathy, caring and compassion.

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Author information

Author/s: Lee, Fred (F);

Affiliation: Fred Lee & Associates Inc., Altamonte Springs, Fla., USA.

Journal and publication information

Publication Type: Journal Article

Journal: Trustee : the journal for hospital governing boards (Trustee), published in United States. (Language: eng)

Reference: 2003-Apr; vol 56 (issue 4) : pp 24-8, 1

Dates: Created 2003/04/24; Completed 2003/05/23; Revised 2004/11/17;

PMID: 12710270, status: MEDLINE (last retrieval date: 11/6/2008)

Sourced from the National Library of Medicine. Abstract text and other information may be subject to copyright.

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