James Merlino

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 a time 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 improve its 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. PRAISE FOR SERVICE FANATICS: "This is an important and very timely book. Dr. Merlino reminds us that the complexities of the global healthcare challenge must never obscure our primary focus on the patient and patient experience. This is the story of one of the world's leading medical centers going through transformation without losing sight of its true mission." -- Alex Gorsky, chairman and CEO of Johnson & Johnson "Merlino gives a behind-the-scenes account of how Cleveland Clinic, traditionally known for medical excellence, transformed itself to put equal focus on the patient experience. . . . For all healthcare leaders leading a similar transformation, this book will be an indispensable guide to the journey ahead." -- Dan Heath , coauthor of the New York Times bestsellers Made to Stick, Switch, and Decisive "Jim's passion has created a movement to refocus the healthcare system's design, process, and culture on the patient. It resonates on every page of this book. Service Fanatics is the definitive resource for leaders seeking to put the patient at the center of their organizations." -- Pat Ryan, CEO of Press Ganey "Service Fanatics is upfront about just how hard it is to change a culture so that it becomes truly customer-centric--then tells you how you can do it anyway. . . . A great read that's also making me smarter about patient experience." -- Harley Manning, Forrester.com

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

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