Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

by James Merlino


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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino


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 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.

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. This strategic guide covers:

  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
  • Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
  • Ways in which the Clinic aligned its entire workforce around its Patients First strategy
  • How leaders improved the critical element of physician communication

Rather 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.

Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.

Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

Product Details

ISBN-13: 9780071833257
Publisher: McGraw-Hill Professional Publishing
Publication date: 10/27/2014
Pages: 288
Sales rank: 790,507
Product dimensions: 6.20(w) x 9.10(h) x 1.30(d)

About the Author

JAMES MERLINO, MD, 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, HealthLeaders magazine named him one of "20 People Who Make Healthcare Better."

Table of Contents

Foreword xiii

Preface xv

Acknowledgments xxiii

Chapter 1 Transformed by the Patient Experience 1

Chapter 2 Patients First as True North 13

Chapter 3 Leading for Change 29

Chapter 4 Describing the Elephant: Defining the Patient Experience and Strategy 45

Chapter 5 Culture Is Critical 65

Chapter 6 Cultural Alignment: The Cleveland Clinic Experience 81

Chapter 7 Physician Involvement Is Vital 97

Chapter 8 Want to Know What Patients Think? Ask! 119

Chapter 9 Execution Is Everything 137

Chapter 10 Healthcare Requires Service Excellence 157

Chapter 11 Doctors Need to Communicate Better 177

Chapter 12 Making Patients Our Partners 197

Chapter 13 Getting It Done Has Defined Our Success 211

Epilogue: We Have a Responsibility to Lead 229

Notes 239

Index 249

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