Home » Business & Finance » James Merlino » Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

July 15 , 2007

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

How to Build Superior Patient Experience the Cleveland Clinic Way



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.

Download docx

Read also

Essential Oil Use Guide For Canine Health Care: Techniques from Holistic Veterinarians

This is a guide for practical therapeutic administration of essential oils to canine patients. Specific methods of essential oil application in clinical settings are offered by six holistic veterinarians who are greatly experienced in their use. This information is offered as a companion to Essential Oil Use in Canine Veterinary Medicine: From the…

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.

Show more...

How to download book

Buy this book

You can buy this book now only for $21.59. This is the lowest price for this book.

Buy book

Download book free

If you want to download this book for free, please register, approve your account and get one book for free.


After that you may download book «Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way»:

Download XML Book:


Download MS Word: