I would suggest that the two are intricately related. Without excellent human relations, excellent medical care does not truly exist, or vice versa. These are tough questions. But they describe the predicament that we find ourselves in. The questions in the preceding paragraph are all answered yes.
Service excellence is all of the above.
These questions reflect the stages of development in an evolving service organization. We have begun this process in our clinic operations at Washington University Department of Otolaryngology. We have identified the need with the help of our patients and parents. All staff members are receiving this training clinical and clerical, including nurses and physicians. Our feedback has been a number of positive comments from long-term patients and parents.