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Title Service fanatics : how to build superior patient experience the Cleveland Clinic way / by James Merlino.
Author Merlino, James, author.
Pub Info New York : McGraw-Hill, [2015]

LOCATION CALL # STATUS(I)
 Main Book Shelves  WX 158.5 M565s 2015    AVAILABLE
 Main Book Shelves  WX 158.5 M565s 2015 c.2  AVAILABLE
 Main Book Shelves  WX 158.5 M565s 2015 c.3  AVAILABLE
 Main Book Shelves  WX 158.5 M565s 2015 c.4  AVAILABLE
 Main Book Shelves  WX 158.5 M565s 2015 c.5  AVAILABLE
 South Pointe Book Shelves  WX 158.5 M565s 2015    AVAILABLE

Local Series Cleveland Clinic Way
Series Cleveland Clinic Way.
Description xxvi, 260 p. ; cm.
text
unmediated
volume
Note Includes bibliographical references and index.
Contents 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.
Summary 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.
Local Note Author is: Dr. James Merlino, Chief Experience Officer, Cleveland Clinic.
Medical Subject Cleveland Clinic Foundation.
Hospitals.
Patient Satisfaction.
Organizational Case Studies.
Physician-Patient Relations.
Quality of Health Care.
Ohio
Cleveland (Ohio)
Genre Personal Narrative.
ISBN 9780071833257 (alk. paper)
0071833250 (alk. paper)
Standard # (OCoLC)875519885
LCCN 2014033589
OCLC # 875519885
Book Cover