An in-depth case study of Cleveland Clinic's revolutionary transformation around the customer—a powerful model for any leader seeking to drive positive organizational change
Although Cleveland Clinic was recognized as having among the best clinical outcomes in the nation, the same was not true regarding patient experience. Service Fanatics shows the specific steps the Clinic took to go from the bottom 10th percentile in Medicare's survey to above the 90th percentile in less than 10 years. Today, the Clinic is recognized as a thought leader in the emerging field of patient experience. How did they do it? More important, how can others do the same?
Service Fanatics explains the strategies and tactics any leader can emulate to turn his or her organization into a patient- and family-centric healthcare delivery model. It also candidly describes the challenges in execution and the solutions leaders can apply. Featuring customer service case studies from other industries and interviews with C-level executives at top corporations, it offers specific lessons per chapter for any manager and business leader beyond healthcare.
James Merlino, MD, is the Chief Experience Officer of the Cleveland Clinic health system. He also holds the title of Associate Chief of Staff, and is a practicing staff colorectal surgeon in the Digestive Disease Institute. He is the founder and current president of the Association for Patient Experience and is a recognized world thought leader in the emerging field of patient experience.
James Merlino, MD, (Cleveland, OH) is the Chief Experience Officer of the Cleveland Clinic health system. He also holds the title of Associate Chief of Staff, and is a practicing staff colorectal surgeon in the Digestive Disease Institute. He is the founder and current president of the Association for Patient Experience and is a recognized world thought leader in the emerging field of patient experience.
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