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.
Summary
"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."--Unedited summary from book.
Note
Online resource; title from electronic title page (AccessMedicine, viewed January 16, 2018).