“While walking back to the infusion center from the hospital cafeteria, my mom briefly stopped and held the wall-railing to catch her breath. Enter a maintenance man 10 feet away who asked “Would you like a wheelchair?” My mom thanked him but graciously declined and we were on our way once again heading to the elevators. We were both moved by his kind and proactive attention. This man exceeded our expectations and two weeks later we’re still talking about him. With four key ingredients, he transformed an ordinary moment into an extraordinary one for us and delivered an exceptional patient experience.”
It’s the human touch in a ‘moment-of-truth’ that makes the difference.