Service fanatics : how to build superior patient experience the Cleveland Clinic way / James Merlino, MD, Chief Experience Officer of Cleveland Clinic

Author:: Merlino, James
Published:: New York : McGraw-Hill Education, [2015]
Physical Description:: xxvi, 260 pages : illustrations ; 24 cm

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Contents:

Transformed by the patient experience -- Patients first as true north -- Leading for change -- Defining patient experience and strategy -- Culture is critical -- Cultural alignment : the Cleveland Clinic experience -- Physician involvement is vital -- Want to know what patients think? Ask! -- Execution is everything -- Healthcare requires service excellence -- Doctors need to communicate better -- Creating partnerships with patients -- Getting it done has defined our success.

Subject(s):

ISBN:

9780071833257 (alk. paper)
0071833250 (alk. paper)

Bibliography Note:

Includes bibliographical references and index.

Source of Acquisition:

Purchased with funds from the Highmark Blue Shield Education Fund; 2014

Endowment Note:

Highmark Blue Shield Education Fund

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