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In This Issue:
Putting the needs of patients and their families first was the focus of many customer service improvement efforts this year, including the new Patient-Family Relations division, which provides a mechanism to field patient compliments and complaints. Plans for the Bretholtz Center for Patients and Families, named in honor of Board of Trustees Chairman Robert Bretholtz who passed away this year, were completed with the goal of delivering compassionate care. In recognition of Partners Board Chairman Jack Connors’s donation of $5 million to support women’s health, the hospital renamed the Center for Women and Newborns the Mary Horrigan Connors Center for Women’s Health. Computerized drug ordering implemented by David Bates, MD, slashed the rate of medication errors by more than half, further enhancing patient care. Patients and physicians also benefited from BWH’s partnership with Faulkner Hospital. BWH surgeons now perform a growing number of procedures at Faulkner, freeing additional space in the ORs at BWH.