An invaluable step-by-step guide, this practical book provides institutional initiatives to help you implement change in your organization and outlines a field-tested blueprint for healthier communication across the entire industry. --

The proven strategy for driving patient satisfaction, physician engagement, and better clinical outcomes with improved doctor-patient communication-from the thought leaders at Cleveland Clinic.

"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...