Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way (Business Books)
| Author | : | |
| Rating | : | 4.50 (814 Votes) |
| Asin | : | B00N9IC9VS |
| Format Type | : | |
| Number of Pages | : | 226 Pages |
| Publish Date | : | 2013-01-10 |
| Language | : | English |
DESCRIPTION:
"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
In 2013, HealthLeaders magazine named him one of "20 People Who Make Healthcare Better.". 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
"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 serious . "Five Stars" according to G. Hall. I really liked the stories and the approach.. Tamera S. Weldon said Five Stars. Happy with this transaction and this book.
THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGECleveland 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. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow 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, a