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As part of its continuing series of Critical Conversations on the Changing Health Care Environment, the American Hospital Association (AHA) and its strategic business enterprise AHA Health Forum invited hospital administrators and staff to the AHA offices in Chicago to talk about consumer engagement in healthcare.

In this article, Chief Administrative Officer of the Lennar Medical Center in Coral Gables, Ben Riestra, lends his insight into the cultural shift in healthcare as consumers have similar expectations for customer service in health care as in other buying choices, and how he worked to design the newly opened medical center with innovations to improve overall patient engagement.

Read the article.