{"product_id":"service-fanatics-how-to-build-superior-patient-experience-the-cleveland-clinic-way-9780071833257","title":"Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way","description":"THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE\u003cp\u003eCleveland 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 atime 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.\u003c\/p\u003e\u003cp\u003eHow did Cleveland Clinic turn itself around so effectively and so quickly?\u003c\/p\u003e\u003cp\u003eMore important, how can you do the same with your organization?\u003c\/p\u003e\u003cp\u003eIn gripping, visceral, on-the ground fashion, \u003ci\u003eService Fanatics\u003c\/i\u003e 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. This strategic guide covers: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eHow the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it\u003c\/li\u003e\n\u003cli\u003eCritical lessons learned regarding organization, recruitment, training, and measuring service excellence\u003c\/li\u003e\n\u003cli\u003eWays in which the Clinic aligned its entire workforce around its Patients First strategy\u003c\/li\u003e\n\u003cli\u003eHow leaders improved the critical element of physician communication\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eRather 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.\u003c\/p\u003e\u003cp\u003eFeaturing customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, \u003ci\u003eService Fanatics\u003c\/i\u003e provides actionable lessons for any manager and business leader beyond healthcare.\u003c\/p\u003e\u003cp\u003eWhether you run a healthcare institution, nonprofit, or for-profit business, \u003ci\u003eService Fanatics\u003c\/i\u003e will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eJAMES MERLINO, MD\u003c\/b\u003e, 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. In 2013, \u003ci\u003eHealthLeaders\u003c\/i\u003e magazine named him one of \"20 People Who Make Healthcare Better.\"\u003c\/p\u003e\u003cbr\u003e","brand":"McGraw-Hill Companies","offers":[{"title":"Default Title","offer_id":50409634464018,"sku":"9780071833257","price":28.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0831\/4771\/8930\/files\/img_96c7c087-c756-49cb-8ae2-88e7578f3a6e.jpg?v=1729291826","url":"https:\/\/surprise-castle.myshopify.com\/products\/service-fanatics-how-to-build-superior-patient-experience-the-cleveland-clinic-way-9780071833257","provider":"Surprise Castle","version":"1.0","type":"link"}