Quotes by Mike Schatzlein

“Our expectations for everything are higher today than they were 10 years ago. Ive heard people say, If I go to the doctor and hes 15 minutes late, I leave. That never wouldve happened in 1990. But in 1990, we thought it would be perceived as extravagant to have private rooms and room service and these hotel-like amenities at a hospital.”

“At Dupont, we didnt set out to have hotel-like amenities. But we wanted a different kind of hospital, one with a new paradigm. That resulted in a trip to the Disney Institute.”

“It had us think in a different way about how to achieve the experience we wanted to give patients. It was what taught us that the setting, processes and people who work here all had to support the hotel-like customer service theme.”