| Description |
1 online resource : illustrations |
| Series |
McGraw-Hill's AccessMedicine |
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McGraw-Hill's AccessMedicine.
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| Bibliography |
Includes bibliographical references and index. |
| Contents |
Transformed by the patient experience -- Patients first as true north -- Leading for change -- Defining patient experience and strategy -- Culture is critical -- Cultural alignment : the Cleveland Clinic experience -- Physician involvement is vital -- Want to know what patients think? Ask! -- Execution is everything -- Healthcare requires service excellence -- Doctors need to communicate better -- Creating partnerships with patients -- Getting it done has defined our success. |
| Summary |
"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."--Unedited summary from book |
| Language |
English. |
| Subject |
Cleveland Clinic Foundation -- Customer services.
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Cleveland Clinic Foundation |
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Hospital patients.
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Patient satisfaction.
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Patient-centered health care.
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Patient satisfaction -- Ohio -- Cleveland -- Case studies.
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Hospitals -- Customer services -- Ohio -- Cleveland -- Case studies.
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Hospitals.
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Physician and patient.
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Hospitals |
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Inpatients |
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Patient-Centered Care |
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Organizational Case Studies |
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Patient Satisfaction |
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Physician-Patient Relations |
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Quality of Health Care |
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Hôpitaux. |
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Patients -- Satisfaction. |
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Relations médecin-patient. |
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Hospitalisés. |
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Soins centrés sur le patient. |
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Patients -- Satisfaction -- Ohio -- Cleveland -- Études de cas. |
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Hôpitaux -- Service à la clientèle -- Ohio -- Cleveland -- Études de cas. |
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hospitals (institutions, health facility) |
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Physician and patient |
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Hospitals |
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Customer services |
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Hospital patients |
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Patient-centered health care |
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Patient satisfaction |
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Ohio -- Cleveland |
| Genre |
Personal Narrative |
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Personal narratives
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Case studies
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Personal narratives.
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Récits personnels.
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| Other Form: |
Print version: Merlino, James. Service fanatics. New York : McGraw-Hill Education, [2015] 9780071833257 (DLC) 2014033589 (OCoLC)875519885 |
| ISBN |
9780071833264 (electronic bk.) |
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0071833269 (electronic bk.) |
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(hardcover ; alk. paper) |
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(hardcover ; alk. paper) |
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