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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino, McGraw-Hill Education
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 count ...
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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way PDF by James Merlino
Read Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way PDF from McGraw-Hill Education,James Merlino
Download James Merlino’s PDF E-book Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
Available here:
readbux.com/download?i=0071833250
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way PDF by James Merlino
Read Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way PDF from McGraw-Hill Education,James Merlino
Download James Merlino’s PDF E-book Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
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Displaying 1 - 2 of 2 reviews
February 24, 2022
Patients should receive :
Safe Care
High Quality Care
Patient Satisfaction
High-Value Care
In the midst of this very frank and honest book, is an insightful statement about "superior patient experience" - the patient should NOT be the only guage of what good patient experience should be. After all, the aim is NOT to make the patient happy but to make the patient well through high quality and safe interventions.
Other factors are important - factors that the patient (who is a "reluctant" consumer) may not know- must be included eg patient safety and employee engagement. The challenge is to build in quality care , patient safety and patient satisfaction into a system that and have that permeate from the A to Z of a patient's journey in an institution.
The author, a surgeon at Cleveland Clinic, suffered the sad experience of his father dying of surgery complications at Cleveland Clinic. After this tragic incident, he opted to work in another hospital that put patient experience at a high priority. He was asked to come back to Cleveland Clinic and eventually became the CXO Chief Experience Officer - leading the overall strategy as well as the tactics at ground zero to create the best patient care.
One of the painful hard truths of this book is that some doctors themselves impede changes even though they are the ones who must lead these changes and they know it to be so. The author being a doctor, explains the systemic as well as personality behaviour issues well.
Inspiring book. Many practical tips for leadership as well as and for getting things done.
I appreciate this counterintuitive tip - "Don't try to change the culture. People dont like to be changed ... this is especially true of organizations with a long legacy of success. Ask what you want the organization to0 become or what it will be in the future, and then shape a strategy ... " (page 135).
Very good read of a surgeon's personal journey to excellence, a journey that started painfully - and with it , Cleveland Clinic's path to superior patient experience".
Safe Care
High Quality Care
Patient Satisfaction
High-Value Care
In the midst of this very frank and honest book, is an insightful statement about "superior patient experience" - the patient should NOT be the only guage of what good patient experience should be. After all, the aim is NOT to make the patient happy but to make the patient well through high quality and safe interventions.
Other factors are important - factors that the patient (who is a "reluctant" consumer) may not know- must be included eg patient safety and employee engagement. The challenge is to build in quality care , patient safety and patient satisfaction into a system that and have that permeate from the A to Z of a patient's journey in an institution.
The author, a surgeon at Cleveland Clinic, suffered the sad experience of his father dying of surgery complications at Cleveland Clinic. After this tragic incident, he opted to work in another hospital that put patient experience at a high priority. He was asked to come back to Cleveland Clinic and eventually became the CXO Chief Experience Officer - leading the overall strategy as well as the tactics at ground zero to create the best patient care.
One of the painful hard truths of this book is that some doctors themselves impede changes even though they are the ones who must lead these changes and they know it to be so. The author being a doctor, explains the systemic as well as personality behaviour issues well.
Inspiring book. Many practical tips for leadership as well as and for getting things done.
I appreciate this counterintuitive tip - "Don't try to change the culture. People dont like to be changed ... this is especially true of organizations with a long legacy of success. Ask what you want the organization to0 become or what it will be in the future, and then shape a strategy ... " (page 135).
Very good read of a surgeon's personal journey to excellence, a journey that started painfully - and with it , Cleveland Clinic's path to superior patient experience".
July 26, 2023
Author states that users ( healthcare users - patients ) have a choice of care.
That is patently false in the USA.
Users Insurance companies choice what, when, and where users get healthcare.
He spends the book talking about how to improve patients experience. However he ignores the starting point of the experience.
That is patently false in the USA.
Users Insurance companies choice what, when, and where users get healthcare.
He spends the book talking about how to improve patients experience. However he ignores the starting point of the experience.
Displaying 1 - 2 of 2 reviews