Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way (Hardcover, Ed)

THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGECleveland 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 itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow 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.

General

Imprint:	McGraw-Hill Professional
Country of origin:	United States
Release date:	2015
First published:	2015
Authors:	James Merlino
Dimensions:	234 x 160 x 28mm (L x W x T)
Format:	Hardcover - Cloth over boards
Pages:	288
Edition:	Ed
ISBN-13:	978-0-07-183325-7
Categories:	Books > Medicine > General issues > General Books > Business & Economics > Business & management > Management & management techniques > General Books > Medicine > Nursing & ancillary services > Nursing > General Books > Academic & Education > Varsity Textbooks > Nursing
LSN:	0-07-183325-0
Barcode:	9780071833257

Is the information for this product incomplete, wrong or inappropriate? Let us know about it.

Does this product have an incorrect or missing image? Send us a new image.

Is this product missing categories? Add more categories.

Review This Product

No reviews yet - be the first to create one!