Service fanatics : how to build superior patient experience the Cleveland Clinic way /
Merlino, James,
Service fanatics : how to build superior patient experience the Cleveland Clinic way / James Merlino. - xxvi, 260 pages : illustrations ; 24 cm
Includes bibliographical references and index.
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. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.
0071833250 9780071833257
2014033589
Cleveland Clinic Foundation--Customer services.
Hospital patients.
Patient satisfaction.
Patient-centered health care
Patient satisfaction--Ohio--Cleveland--Case studies
Hospitals--Customer services--Ohio--Cleveland--Case studies
Organizational Case Studies
Physician-Patient Relations
RA965.6 / .M47 2015
362.11068
Service fanatics : how to build superior patient experience the Cleveland Clinic way / James Merlino. - xxvi, 260 pages : illustrations ; 24 cm
Includes bibliographical references and index.
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. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13.
0071833250 9780071833257
2014033589
Cleveland Clinic Foundation--Customer services.
Hospital patients.
Patient satisfaction.
Patient-centered health care
Patient satisfaction--Ohio--Cleveland--Case studies
Hospitals--Customer services--Ohio--Cleveland--Case studies
Organizational Case Studies
Physician-Patient Relations
RA965.6 / .M47 2015
362.11068