Service fanatics : how to build superior patient experience the Cleveland Clinic way / James Merlino.
Material type:
TextPublisher: New York : McGraw-Hill Education, [2015]Description: xxvi, 260 pages : illustrations ; 24 cmContent type: - text
- unmediated
- volume
- 0071833250
- 9780071833257
- 362.11068 23
- 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.
| 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 |
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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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