In most industries, it is an obvious cliché that having a customer focus is critical. But within healthcare, being "customer-centric" is a bit more nuanced with the complexity of the services, payment structures, and the deep emotions involved.  In this episode of the podcast, I'm joined by Jean Halpin, Chief Operating Officer for OhioHealth's Grant Medical Center and System Vice President of Customer Service as well as Harriett Chinakwe, Director of Inpatient Nursing at Doctor's Hospital. They share OhioHealth's approach to establishing a customer-centric culture, how the well-being of associates fits into this strategy, and the role of leaders as champions for the initiative.