It's football season. High school, college and professional games are in full swing. One of the oldest football adages also provides an apt analogy for this article: that the last yard to the goal line is the longest yard, the hardest yard to gain. Many food service directors are confronted with a similar challenge—achieving that last incremental increase in patient satisfaction ratings. After much work, a department may be doing well but still needs to strive to reach that ...

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