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As a member of the Board of Directors at a for-profit HCO... What is the proper response to reports indicating that customer satisfaction scores are

As a member of the Board of Directors at a for-profit HCO...

What is the proper response to reports indicating that customer satisfaction scores are below the minimum goal for the second consecutive quarter?
What is the proper response to a problem on a strategic protection report?
In these two situations, what should the Board of Directors expect from the CEO and executive management team?

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