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The journey to excellence

Transforming the care delivery process through service excellence training and standards of professionalism

Sellars, Bridgett Byrd, PhD, RN, FACHE

doi: 10.1097/01.NUMA.0000553495.55403.ca
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Read about one hospital's road to implementing a service excellence training program focused on behaviors to support collaborative, holistic patient care in an effective, respectful manner. Since the program started, patient satisfaction scores have been maintained above 60% for more than four consecutive quarters.

Bridgett Byrd Sellars is the director of the RN to BSN program and an associate professor at Winston-Salem (N.C.) State University.

The author has disclosed no financial relationships related to this article.

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