This is the sixth in a series of articles from Planetree, an international nonprofit organization founded in 1978 that's "committed to improving medical care from the patient's perspective." For more information, go to www.planetree.org.
Susan B. Frampton is president of Planetree in Derby, CT. Carol Wahl is vice president of Patient Care Services, Good Samaritan Hospital, Kearney, NE. Gillian Cappiello is a consultation services specialist at Planetree.
Frampton also coordinates Putting Patients First: firstname.lastname@example.org.