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LEADER 00000cam 22004458i 4500
001 875519885
003 OCoLC
005 20141010114840.0
008 140926s2015 nyu b 001 0deng
010 2014033589
016 7 101642271|2DNLM
020 9780071833257 (alk. paper)
020 0071833250 (alk. paper)
035 (OCoLC)875519885
040 DNLM/DLC|beng|erda|cDLC|dNLM|dYDXCP|dBTCTA
042 pcc
049 ME6A
050 00 RA971.35
060 10 WX 158.5
082 00 362.11068/3|223
096 WX 158.5|bM565s 2015
100 1 Merlino, James,|eauthor.
245 10 Service fanatics :|bhow to build superior patient
experience the Cleveland Clinic way /|cby James Merlino.
264 1 New York :|bMcGraw-Hill,|c[2015]
300 xxvi, 260 p. ;|ccm.
336 text|2rdacontent
337 unmediated|2rdamedia
338 volume|2rdacarrier
490 1 Cleveland Clinic Way
504 Includes bibliographical references and index.
505 0 Transformed by the patient experience -- Patients first as
true north -- Leading for change -- Defining patient
experience and strategy -- Culture is critical -- Cultural
alignment : the Cleveland Clinic experience -- Physician
involvement is vital -- Want to know what patients think?
Ask! -- Execution is everything -- Healthcare requires
service excellence -- Doctors need to communicate better -
- Creating partnerships with patients -- Getting it done
has defined our success.
520 Cleveland Clinic has long been recognized for driving some
of the best clinical outcomes in the nation, but it was
not always a leader in patient experience. There was a
time when this revered organization ranked among the
lowest in the country in this area. Within ten years,
however, it had climbed to among the highest and has
emerged as the thought leader in the space. How did
Cleveland Clinic turn itself around so effectively and so
quickly? More important, how can you do the same with your
organization? In gripping, visceral, on-the ground fashion,
Service Fanatics reveals the strategies and tactics the
Clinic applied to become one of today's leading patient-
experience healthcare organizations--methods that
seamlessly translate to any business seeking to improveits
customer experience.
590 Author is: Dr. James Merlino, Chief Experience Officer,
Cleveland Clinic.
610 22 Cleveland Clinic Foundation.
650 12 Hospitals.
650 12 Patient Satisfaction.
651 2 Ohio
651 2 Cleveland (Ohio)
650 22 Organizational Case Studies.
650 22 Physician-Patient Relations.
650 22 Quality of Health Care.
655 2 Personal Narrative.
830 0 Cleveland Clinic Way.
994 C0|bME6