a. Customer service in the healthcare industry is an idea whose time has come—and it deserves serious attention. In fact, the focus on the customer/patient should be the most important thing in healthcare—and it can be a real differentiator for hospitals. But for many hospitals, patient experience is about making and keeping patients happy, which misses the point completely because patient experience is also about a hospital’s philosophy about the delivery of care. Yet too many doctors spend hours improving their medical knowledge, without thinking about improving their approach to patient care. Think and explain at least 2 improved customer service practices that you recommend to be implemented within any health care organisation. b. It is important to manage records, reports and recommendations for improvement within the organisation’s systems and processes. Describe how the records, reports or recommendations for improvements are managed within your workplace.