Northwestern Memorial Hospital

Northwestern Memorial Hospital’s Best Patient Experience program is raising the bar on patient satisfaction and redefining high-quality patient care. Northwestern Memorial Hospital launched a comprehensive customer satisfaction program to implement widespread improvements in patient care. The Best Patient Experience utilizes a variety of best practices from a range of service-based industries. In an unusual move, Northwestern management underwent training with an elite Ritz-Carlton customer service team and applied these learnings to the hospital setting. As a result, Northwestern has found a way to break the mold in hospital care.