Service Fanatics : (Record no. 1472)
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| 000 -LEADER | |
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| fixed length control field | 03688nam a2200553 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | scn00310246 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20210413150550.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS | |
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| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
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| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 180404s2015||||nyu|||||s|||||||||||eng|| |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 2014033589 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780071833257 (print) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0071833250 (print) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780071833264 (e-ISBN) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0071833269 (e-ISBN) |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC) 875519885 |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | RA971.35 |
| 060 00 - NATIONAL LIBRARY OF MEDICINE CALL NUMBER | |
| Classification number | 2014 N-446 |
| 060 10 - NATIONAL LIBRARY OF MEDICINE CALL NUMBER | |
| Classification number | WX 158.5 |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 362.11068/3 |
| Edition number | 23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Merlino, James, |
| Relator term | ath. |
| 245 10 - TITLE STATEMENT | |
| Title | Service Fanatics : |
| Remainder of title | How to Build Superior Patient Experience the Cleveland Clinic Way |
| Medium | [electronic resource] / |
| Statement of responsibility, etc. | James Merlino. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc. | New York, N.Y. : |
| Name of publisher, distributor, etc. | McGraw-Hill Education LLC., |
| Date of publication, distribution, etc. | c2015. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resources (xxvi, 260 pages) : |
| Other physical details | illustrations, figures, tables. |
| 490 1# - SERIES STATEMENT | |
| Series statement | McGraw-Hill's AccessMedicine |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and indexes. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Chapter 1: Transformed by the Patient Experience -- Chapter 2: Patients First as True North -- Chapter 3: Leading for Change -- Chapter 4: Describing the Elephant: Defining the Patient Experience and Strategy -- Chapter 5: Culture Is Critical -- Chapter 6: Cultural Alignment: The Cleveland Clinic Experience -- Chapter 7: Physician Involvement Is Vital -- Chapter 8: Want to Know What Patients Think? Ask! -- Chapter 9: Execution Is Everything -- Chapter 10: Healthcare Requires Service Excellence -- Chapter 11: Doctors Need to Communicate Better -- Chapter 12: Making Patients Our Partners -- Chapter 13: Getting It Done Has Defined Our Success -- Epilogue: We Have a Responsibility to Lead. |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Cleveland 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. There was a time when this revered organization ranked among the lowest in the country in this area. 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. |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE | |
| Additional physical form available note | Also issued in Online and PDF version. |
| 588 ## - SOURCE OF DESCRIPTION NOTE | |
| Source of description note | Description based on cover image and table of contents, viewed on Apr. 04, 2018. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Hospital patients. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Patient-centered health care. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Patient satisfaction |
| Geographic subdivision | Ohio |
| -- | Cleveland |
| Form subdivision | Case studies. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Hospitals |
| General subdivision | Customer services |
| -- | Ohio |
| -- | Cleveland |
| Form subdivision | Case studies. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Patient Satisfaction. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Hospitals. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Quality of Health Care. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Physician-Patient Relations. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Organizational Case Studies. |
| 650 12 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Hospitals. |
| 650 22 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Organizational Case Studies. |
| 650 22 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Patient Satisfaction. |
| 650 22 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Physician-Patient Relations. |
| 650 22 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Quality of Health Care. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Online version: |
| Title | Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way. |
| Edition | First edition. |
| Place, publisher, and date of publication | New York, N.Y. : McGraw-Hill Education LLC., |
| Qualifying information | 2015. |
| International Standard Book Number | 9780071833264. |
| Record control number | (OCoLC)893482829 |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE | |
| Uniform title | McGraw-Hill's AccessMedicine. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://accessmedicine.mhmedical.com/book.aspx?bookid=2310">http://accessmedicine.mhmedical.com/book.aspx?bookid=2310</a> |
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