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The note above is a good example of close attention to the detail of patient experience. This hospital has several separate units connected by hallways and sky-bridges. It has been remodeled and sometimes locations of services are changed. Patients, particularly if quite ill or elderly, can and do get "lost." The input from staff who have noted and reported the confusion has led to an atmosphere of helpfulness. Most staff members smile, say hello, ask if they can help you find something. They do not even seem eager to escape to the coffee shop. When a patient is sent to a clinic and finds an empty desk they are additionally confounded. Someone decided it would be useful to have signs to help resolve this problem. This is a good example where close observation of the patient experience by hospital staff can increase both efficiency and a happier patient.   \vspace(5mm} \vspace{5mm}