Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
| Author | : | |
| Rating | : | 4.81 (889 Votes) |
| Asin | : | B00REXORWI |
| Format Type | : | |
| Number of Pages | : | 199 Pages |
| Publish Date | : | 2017-07-18 |
| Language | : | English |
DESCRIPTION:
Merlino offers great insights into one of the world's leading health care Dr. Merlino offers great insights into one of the world's leading health care organization's trials and triumphs in transforming its culture to one that is truly patient-centric. His candor in acknowledging and discussing the threats of intimidation and bullying that are all too prevalent in most health care provider organizations makes this book a must-read for all leaders who are serious about improving both staff and patient engagement.. Five Stars I really liked the stories and the approach.. Tamera S. Weldon said Five Stars. Happy with this transaction and this book.
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. There was a time when this revered organization ranked among the lowest in the country in this area. The proven model for driving positive organizational changeCleveland 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. 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.. 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 th