Service Fanatics

How to Build Superior Patient Experience the Cleveland Clinic Way

By: James Merlino

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Hardcover | 7 November 2014 | Edition Number 1

At a Glance

Hardcover
288 Pages

Dimensions(cm)
23.37 x 16.0 x 2.79

Hardcover

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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.

With Obamacare taking effect in 2014 and hospital revenue now tied directly to customer satisfaction, healthcare organizations are under pressure to improve the patient experience
The book is based on the groundbreaking Harvard Business School case study widely used in MBA programs and the authorâ€™s follow-up Harvard Business Review article Healthcare's Service Fanatics: How the Cleveland Clinic Leaped to the Top of Patient-Satisfaction Surveys
Written by Cleveland Clinic's Chief Experience Officer, the man who spearheaded the organization's transformation
Cleveland Clinic will help promote the book via its long-term relationships with Forbes, Fortune, Esquire, Huffington Post, The Washington Post, The Wall Street Journal, and all the major network, cable, and public TV stations

About the Author

JAMES MERLINO, MD, is the Chief Experience Officer of the Cleveland Clinic Health System and is a practicing colorectal surgeon in the Digestive Disease Institute. He is the founder and current president of the Association for Patient Experience and is a recognized world thought leader in the emerging field of patient experience. In 2013, HealthLeaders magazine named him one of "20 People Who Make Healthcare Better."

Industry Reviews

"This book helps take it from all the talk-talk-talk, handwringing and buzzword soup we've been hearing among people who know they're supposed to 'do' patient experience and replaces it with what really works." Forbes 20141029

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