Challenge: A multi-state home-health provider wanted to infuse luxury-hotel service principles into clinical and administrative teams.

Approach:Audited the patient journey, built a “Signature Moments” service playbook, and delivered workshops on empathy, anticipation, and recovery skills for 100 + staff. Embedded simple scorecards to track response times and satisfaction.

Impact: Patient satisfaction increased by 17%, average call-back time dropped by 35%, and the program became MGA's company-wide standard.