Service fanatics: how to build superior patient experience the Cleveland Clinic way

✍ Scribed by McGraw-Hill Companies.;Merlino, James

• Publisher: McGraw-Hill Education
• Year: 2015
• Tongue: English
• Weight: 563 KB
• Category: Fiction
• City: New York
• ISBN: 0071833250

✦ Synopsis

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...
Has Cover : Yes
Number of Words in Auth: 2
Formats : EPUB
Number of Formats : 1
All Identifiers : isbn:9780071833264
Single Author : James Merlino
Original Source : New_Files_Oatmeal_05_17_A
Sorted Author by LN, FN: Merlino, James
Title Length : 016
Title Parm D : Service Fanatics
Title Parm F : Service Fanatics
Num of Aut : 1
Title Parm B : (
ES Lib Name : NIRC 2019-05
Record ID : 105309
Uncomma Author : James Merlino
Title Parm A : Service Fanatics

✦ Subjects

Narracje osobiste [Typ Publikacji]