The friendly touches at a luxury hotel aren’t normally expected at a busy Bronx hospital. But that is exactly what Marcello Khattar of Montefiore Health System is trying to do—put a little of the hotel experience into the health-care setting. Mr. Khattar, 36 years old, is a director of patient experience and customer service at Montefiore, a new role. His charge is to make the hospital experience feel a little warmer, easier and more personal. It is not enough for a patient or family member just to have medical needs met,...

Source: Wall Street Journal December 16, 2018 13:52 UTC