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Service Fanatics

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

Unabridged edition

Audio CD (10 Mar 2015)

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Publisher's 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 case studies from other industries and interviews with C-level executives at top corporations, it offers specific lessons per chapter for any manager and business leader beyond healthcare.

Book information

ISBN: 9781501211782
Publisher: Brilliance Audio
Imprint: McGraw-Hill Education on Brilliance Audio
Pub date:
Edition: Unabridged edition
Language: English
Weight: 59g
Height: 171mm
Width: 133mm
Spine width: 13mm