The challenge to hospitals: reinventing the patient experience -- Windber Medical Center: crisis leads to change -- St. Rose Dominican Hospitals-Siena campus: creating a new environment for hospital care -- Abbott Northwestern Hospital: combining high tech and high touch -- Florida Hospital-Celebration Health: becoming a living laboratory -- Highline Medical Center: maintaining the momentum -- St. Charles Medical Center-Bend: adjusting to change -- North Hawaii Community Hospital: a blended medicine perspective -- The Valley Hospital: reinvigorating nursing at the bedside -- Putting the components of a reinvented patient experience in place -- Measuring and sustaining success -- Lessons learned.