Changing a Hospitals Culture: The Guest Relations Program at Medical College of Virginia Hospitals Harvard Case Solution & Analysis

The main hospital in the central city of Richmond strives to preserve its tradition of research in the public hospital serving all in need, while at the same time, it is attracting new, fully insured patients. As a first step, a new top administrator decides to institute a "guest relations" program, designed to expand the culture of the hospital with aspects of the hotel means. Relatively simple idea is less than easy to implement, however. Employees with the obligation of the existing culture hospitals are skittish, and some even fear that the new policy to better insured patients receive a higher level of service. Complex administrative structure frees doctors who report academic, rather than administrative supervisors, from the training programs. Nurses careful. HKS Case Number 1017.0 "Hide
by Philip Holland, Jerry Michling, Esther Scott, 14 pages. Publication Date: January 1, 1992. Prod. #: HKS516-PDF-ENG

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