There are 21 hospitals in the Intermountain Health Care system.  When they were deciding what to do to raise the level of their customer’s experience, they focused on the world ENGAGEMENT.  But what one person defines as engagement differs from another.  Fortunately for IHC, they decided that shared decision making was a key.  Shared decisions. At Disney, there are levels of engagement.  Some “guests” opt for the full Monte with the Disney Plus program, complete with arm bands that act as  mobile credit cards.   Those who chose to go “all in” even decorate their bands with Disney pins and themes.
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