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Three or four years ago, St. John’s Health Center in Santa Monica, CA, would typically receive one letter every week or two complaining about some aspect of care in the ED; perhaps once a month, it might get a letter complimenting that service. Today, “We get one letter a week complimenting the staff, and I mean a great letter,” says Russ Kino, MD, FACEP, FACEM, medical director of emergency services.

ED touched by angels slashes complaints