000			03688nam a2200553 a 4500
001			scn00310246
005			20210413150550.0
006			m|||||||||||||||||
007			cr||n||||||||n
008			180404s2015||||nyu|||||s|||||||||||eng||
010			_a2014033589
020			_a9780071833257 (print)
020			_a0071833250 (print)
020			_a9780071833264 (e-ISBN)
020			_a0071833269 (e-ISBN)
035			_a(OCoLC) 875519885
050		4	_aRA971.35
060	0	0	_a2014 N-446
060	1	0	_aWX 158.5
082	0	4	_a362.11068/3 _223
100	1		_aMerlino, James, _eath.
245	1	0	_aService Fanatics : _bHow to Build Superior Patient Experience the Cleveland Clinic Way _h[electronic resource] / _cJames Merlino.
250			_a1st edition.
260			_aNew York, N.Y. : _bMcGraw-Hill Education LLC., _cc2015.
300			_a1 online resources (xxvi, 260 pages) : _billustrations, figures, tables.
490	1		_aMcGraw-Hill's AccessMedicine
504			_aIncludes bibliographical references and indexes.
505	0		_aChapter 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		_a 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			_aAlso issued in Online and PDF version.
588			_aDescription based on cover image and table of contents, viewed on Apr. 04, 2018.
650		0	_aHospital patients.
650		0	_aPatient-centered health care.
650		0	_aPatient satisfaction _zOhio _zCleveland _vCase studies.
650		0	_aHospitals _xCustomer services _xOhio _xCleveland _vCase studies.
650		0	_aPatient Satisfaction.
650		0	_aHospitals.
650		0	_aQuality of Health Care.
650		0	_aPhysician-Patient Relations.
650		0	_aOrganizational Case Studies.
650	1	2	_aHospitals.
650	2	2	_aOrganizational Case Studies.
650	2	2	_aPatient Satisfaction.
650	2	2	_aPhysician-Patient Relations.
650	2	2	_aQuality of Health Care.
776	0	8	_iOnline version: _tService Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way. _bFirst edition. _dNew York, N.Y. : McGraw-Hill Education LLC., _c2015. _z9780071833264. _w(OCoLC)893482829
830		0	_aMcGraw-Hill's AccessMedicine.
856	4	0	_uhttp://accessmedicine.mhmedical.com/book.aspx?bookid=2310
999			_c1472 _d1472