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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way James Merlino

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way By James Merlino

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino


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Summary

Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, this book provides actionable lessons for any manager and business leader beyond healthcare.

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way Summary

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino

THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE

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 atime 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. This strategic guide covers:

  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
  • Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
  • Ways in which the Clinic aligned its entire workforce around its Patients First strategy
  • How leaders improved the critical element of physician communication

Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.

Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.

Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way Reviews

This book helps take it from all the talk-talk-talk, handwringing and buzzword soup we've been hearing among people who know they're supposed to 'do' patient experience and replaces it with what really works. Forbes 20141029

About James Merlino

JAMES MERLINO, MD, is the Chief Experience Officer of the Cleveland Clinic Health System and is a practicing colorectal surgeon in the Digestive Disease Institute. He is the founder and current president of the Association for Patient Experience and is a recognized world thought leader in the emerging field of patient experience. In 2013, HealthLeaders magazine named him one of 20 People Who Make Healthcare Better.

Additional information

GOR008350666
9780071833257
0071833250
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino
Used - Very Good
Hardback
McGraw-Hill Education - Europe
2014-12-16
288
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way