The Immeasurable Value of Empathy

by Austin Pryor A major hospital in Texas had built a $165 million state-of-the-art medical tower, but the staff was astounded to discover that despite the huge capital investment, patient satisfaction was a dismal one percent. The hospital’s CEO told the Washington Post a study was undertaken to determine the cause for the high level of dissatisfaction. The missing ingredient, the top executive said, was empathy.
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