Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way (Business Books)
| Author | : | |
| Rating | : | 4.14 (522 Votes) |
| Asin | : | 0071833250 |
| Format Type | : | paperback |
| Number of Pages | : | 288 Pages |
| Publish Date | : | 2016-07-18 |
| Language | : | English |
DESCRIPTION:
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. In 2013, HealthLeaders magazine named him one of "20 People Who Make Healthcare Better.". He is the founder and current president of the Association for Patient Experience and is a recognized worl
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. 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 mana
"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
"Merlino offers great insights into one of the world's leading health care" according to Stamp. Dr. Merlino offers great insights into one of the world's leading health care organization's trials and triumphs in transforming its culture to one that is truly patient-centric. His candor in acknowledging and discussing the threats of intimidation and bullying that are all too prevalent in most health care provider organizations makes this book a must-read for all leaders who are se. G. Hall said Five Stars. I really liked the stories and the approach.. Tamera S. Weldon said Five Stars. Happy with this transaction and this book.