THIS STORY HAS BEEN FORMATTED FOR EASY PRINTING
Jemica Durant delivered a meal to patient Margarita Porter last week at Beth Israel Deaconess Medical Center. Food has become a major part of local efforts to make patients happier.

Lessons in hospital courtesy

Local institutions follow hotels' lead

By Christopher Rowland
Globe Staff / December 28, 2005

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What can Massachusetts General Hospital learn from Ritz-Carlton hotels? In the area of customer service, plenty, starting with how to answer the telephone. (Full article: 1075 words)

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