A patient is going to be discharged in a few hours. You check in with him to make sure that everything is in order. Everything was great, he says, but he wanted to make sure he had a chance to say thank you to all the nurses on the floor. He tried to write a note, he says, but since he was hospitalized for surgery on his writing hand, it is not an easy thing to accomplish.

Select the next step that you think would provide the best customer service.

You run out to the nurse’s stations and bring him a thick marker that is easier to grip.

Tell him you will be sure to let everyone know, but then forget all about your promise.

Tell him your coworkers do not care whether or not patients say thank you.

You have a few spare minutes, so you take the pen and paper and write out the words he wished to write.