Title Service fanatics : how to build superior patient experience the Cleveland Clinic way / by James Merlino.

Publication Info.

[New York] : McGraw-Hill, [2015]

Copies

Location	Call No.	Status
University of Saint Joseph: Pope Pius XII Library - Internet	WORLD WIDE WEB E-BOOK MCGRAW	Downloadable
University of Saint Joseph patrons, please click here to access this McGraw-Hill resource

Description	1 online resource : illustrations.
Series	McGraw-Hill's AccessMedicine
	McGraw-Hill's AccessMedicine.
Bibliography	Includes bibliographical references and index.
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.
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).
Subject	Cleveland Clinic Foundation -- Customer services.
	Cleveland Clinic Foundation. (OCoLC)fst00602284
	Hospital patients.
	Patient satisfaction.
	Patient-centered health care.
	Patient satisfaction -- Ohio -- Cleveland -- Case studies.
	Hospitals -- Customer services -- Ohio -- Cleveland -- Case studies.
	Customer services. (OCoLC)fst00885545
	Hospital patients. (OCoLC)fst00961005
	Patient-centered health care. (OCoLC)fst01894906
	Patient satisfaction. (OCoLC)fst01055027
	Ohio -- Cleveland. (OCoLC)fst01205966
	Hospitals. (DNLM)D006761
	Organizational Case Studies. (DNLM)D019982
	Patient Satisfaction. (DNLM)D017060
	Physician-Patient Relations. (DNLM)D010817
	Quality of Health Care. (DNLM)D011787
Genre/Form	Case studies. (OCoLC)fst01423765
	Electronic books.
Other Form:	Print version: Merlino, James. Service fanatics. New York : McGraw-Hill Education, [2015] 9780071833257 (DLC) 2014033589 (OCoLC)875519885
ISBN	9780071833264 (electronic book)
	0071833269 (electronic book)
	9780071833257 (hardcover ; alkaline paper)
	0071833250 (hardcover ; alkaline paper)

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Title Service fanatics : how to build superior patient experience the Cleveland Clinic way / by James Merlino.

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