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

Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
By:James Merlino
Published on 2014-10-31 by McGraw Hill Professional

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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 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. 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.

This Book was ranked at 34 by Google Books for keyword Pharmaceutical.

Book ID of Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way's Books is EOl9BAAAQBAJ, Book which was written byJames Merlinohave ETAG "EvYmPlILTNk"

Book which was published by McGraw Hill Professional since 2014-10-31 have ISBNs, ISBN 13 Code is 9780071833264 and ISBN 10 Code is 0071833269

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Book which have "288 Pages" is Printed at BOOK under CategoryBusiness and Economics

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