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Service fanatics : how to build superior patient experience the Cleveland Clinic way / James Merlino.

By: Material type: TextTextPublisher: New York : McGraw-Hill Education, [2015]Description: xxvi, 260 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0071833250
  • 9780071833257
Subject(s): DDC classification:
  • 362.11068 23
LOC classification:
  • RA965.6 .M47 2015
Contents:
1. Transformed by the patient experience -- 2. Patients first as true north -- 3. Leading for change -- 4. Defining patient experience and strategy -- 5. Culture is critical -- 6. Cultural alignment : the Cleveland Clinic experience -- 7. Physician involvement is vital -- 8. Want to know what patients think? Ask! -- 9. Execution is everything -- 10. Healthcare requires service excellence -- 11. Doctors need to communicate better -- 12. Creating partnerships with patients -- 13. Getting it done has defined our success.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book North Campus North Campus Main Collection 362.11068 MER (Browse shelf(Opens below)) 1 Available A507704B

Includes bibliographical references and index.

1. Transformed by the patient experience -- 2. Patients first as true north -- 3. Leading for change -- 4. Defining patient experience and strategy -- 5. Culture is critical -- 6. Cultural alignment : the Cleveland Clinic experience -- 7. Physician involvement is vital -- 8. Want to know what patients think? Ask! -- 9. Execution is everything -- 10. Healthcare requires service excellence -- 11. Doctors need to communicate better -- 12. Creating partnerships with patients -- 13. Getting it done has defined our success.

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