• Hospital Impact, Thursday, October 6, 2011 10:15 AM

Heatlhcare consultant and blogger Anthony Cirillo talks about Zappos chief Tony Hsieh, who spoke at the American Health Care Association annual conference in Las Vegas last month. He writes that he reached out to Hsieh on Twitter. "Instant response. No robots. Personalized email to me. Impressive," he writes. Cirillo says the health care business needs to focus on Zappos' style of purpose and passion.

He notes that a recent Health Affairs survey of 800 recently hospitalized patients and 510 physicians found broad agreement that compassionate care is very important" to successful medical treatment. However, only 53% of patients and 58% of physicians said that the healthcare system generally provides compassionate care. "Personal passion and purpose must be reignited to inspire company values and culture, and fuel company passion and purpose. That should lead to the compassion part. And if we have that nailed, we are probably providing a great experience to our patients and one another."

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