Explain what they do, how they do it, and how it impacts those agencies.

In this week’s research paper, we are going to explore innovative and unique customer service programs:
First, find a customer service program that is used by Hospitals, Health Systems, or other patient facing institutions. Explain what they do, how they do it, and how it impacts those agencies. (Note: These typically have acronyms or are branded programs that you should be able to find online.)
Second, find a unique, new, innovative employee engagement program that is OUTSIDE the field of EMS.
Explain what they do, how they do it, and how it impacts those agencies.
Assuming that we have removed all barriers (i.e. There are no funding issues, regulatory issues, etc.), explain how you would implement such a program or a program like it in your agency. If the unique program you find inspires you to create a different unique program or idea, feel free to write about that.
Papers should have at least 3 references.

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