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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 
LOCATION CALL # STATUS(I)
 Main Book Shelves  WX 158.5 M565s 2015    AVAILABLE
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