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Publisher's Summary

The proven model for driving positive organizational change
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 a time when this revered organization ranked among the lowest in the country in this area. Within 10 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 improve its 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.
©2015 James Merlino (P)2014 McGraw-Hill Education
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Critic Reviews

"This is an important and very timely book. Dr. Merlino reminds us that the complexities of the global healthcare challenge must never obscure our primary focus on the patient and patient experience. This is the story of one of the world's leading medical centers going through transformation without losing sight of its true mission." (Alex Gorsky, chairman and CEO of Johnson & Johnson)
"Merlino gives a behind-the-scenes account of how Cleveland Clinic, traditionally known for medical excellence, transformed itself to put equal focus on the patient experience... For all healthcare leaders leading a similar transformation, this book will be an indispensable guide to the journey ahead." (Dan Heath , coauthor of the New York Times best sellers Made to Stick, Switch, and Decisive
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Customer Reviews

Most Helpful

By Vivek Bhatnagar on 03-01-15

An insightful book on not just patient experience

This book is not just about patient experience. It is a great book on what it means to find your purpose and how to fulfill it at both individual and organizational levels. It is about service excellence. And it is about delivering safe and high quality care.

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2 of 2 people found this review helpful


By Amazon Customer on 03-30-17

Must read for medical personnel.

The audio must heard for Medical Person who wants to be best in service. insightful. thoughtful. enjoy story.

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1 of 1 people found this review helpful

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