TY  - BOOK
AU  - Merlino,James
TI  - Service Fanatics : : How to Build Superior Patient Experience the Cleveland Clinic Way 
T2  - McGraw-Hill's AccessMedicine
SN  - 9780071833257 (print)
AV  - RA971.35 
U1  - 362.11068/3 23
PY  - 2015///
CY  - New York, N.Y. : 
PB  - McGraw-Hill Education LLC., 
KW  - Hospital patients
KW  - Patient-centered health care
KW  - Patient satisfaction
KW  - Ohio
KW  - Cleveland
KW  - Case studies
KW  - Hospitals
KW  - Customer services
KW  - Patient Satisfaction
KW  - Quality of Health Care
KW  - Physician-Patient Relations
KW  - Organizational Case Studies
N1  - Includes bibliographical references and indexes; 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; Also issued in Online and PDF version
N2  -  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
UR  - http://accessmedicine.mhmedical.com/book.aspx?bookid=2310
ER  -