1. Obviously, hospital personnel wear name tags to identify themselves. However, in the case the families are not remembering who they interact with because they are stressed. Recommend a solution that guarantees to eliminate this issue; thus, improving the families’ sense of connection to those caring for their children.

2. What actions do you recommend the hospital take to increase the feeling of customized service; thus, enhancing empathy? think about what restaurants and/or airlines do to enable better communications.

3. Besides the actions or initiatives taken to solve the specific problems mentioned in questions 1 and 2, what additional things can the hospital do to manage perceived waiting times and the issues they cause?