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How one hospital is working to keep patients satisfied

Amy Szczesniak and Karen WentworthModern technology requires doctors, nurses and technicians to spend time on computers and record-keeping, while at the same time making sure that patients have good experiences during their hospital stay. Two Upstate University Hospital officials talk about how patients can expect to be treated with respect and empathy rather than as medical conditions. Amy Szczesniak (at left in photo), chief experience officer, and Karen Wentworth (at right), of the patient relations and guest services department, tell how and why patients are encouraged to ask questions or make requests during their stay and are polled about it afterward.