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Internal Marketing by Mohammed Rafiq, Pervaiz K. Ahmed

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Case Study 15

St Luke's Hospital: the roleof internal marketing inimplementing a knowledge-based system

St Luke's Hospital in Chesterfield, Missouri, USA, is a 493-bed operation, which handles an average of 170 000 out-patient visits and 20 000 inpatient visits annually. St Luke's also operates a 120-bed skilled nursing and residential care facility, three urgent care centres, as well as offering home health services and an affiliated hospitals’ dialysis centre.

Sensing changes in its environment, St Luke's set up a task force, which included physicians, administrators and key users, to evaluate existing systems and define a future direction. The task force came out with a strategy emphasizing empowering caregivers (one of its most valuable ...

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