Perhaps getting smaller-not larger-is the way to (try to) delight patients... Big mergers are all around us but nothing about “bigness” equates to customer-focus, attentiveness or responsive. What patients-no people-want whether they are shopping for clothes or health care, is to “be seen” and to be recognized as an individual. So in this era of growth, it’s wise to think “growth” can take the form of “small, intimate, parlor-sized.” Selected Excerpt : “When they’ve run out of opportunities to open new locations, how do they continue to grow? The shift to small format has to do with getting closer to the customer.” …see more