Service fanatics : how to build superior patient experience the Cleveland Clinic way
(eBook)
Author
Published
[New York] : McGraw-Hill, [2015].
Format
eBook
ISBN
0071833269, 9780071833264
Physical Desc
1 online resource : illustrations
Status
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Subjects
LC Subjects
OCLC Fast Subjects
More Details
Language
English
Notes
Bibliography
Includes bibliographical references and index.
Description
"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."--Unedited summary from book
Language
English.
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Citations
APA Citation, 7th Edition (style guide)
Merlino, J. (2015). Service fanatics: how to build superior patient experience the Cleveland Clinic way . McGraw-Hill.
Chicago / Turabian - Author Date Citation, 17th Edition (style guide)Merlino, James. 2015. Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way. [New York]: McGraw-Hill.
Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)Merlino, James. Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way [New York]: McGraw-Hill, 2015.
Harvard Citation (style guide)Merlino, J. (2015). Service fanatics: how to build superior patient experience the cleveland clinic way. [New York]: McGraw-Hill.
MLA Citation, 9th Edition (style guide)Merlino, James. Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way McGraw-Hill, 2015.
Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.
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Grouped Work ID
5b824792-f0dc-0c9e-94e8-702594405a8f-eng
Grouping Information
| Grouped Work ID | 5b824792-f0dc-0c9e-94e8-702594405a8f-eng |
|---|---|
| Full title | service fanatics how to build superior patient experience the cleveland clinic way |
| Author | merlino james |
| Grouping Category | book |
| Last Update | 2025-04-02 10:03:18AM |
| Last Indexed | 2025-04-26 04:06:58AM |
Book Cover Information
| Image Source | syndetics |
|---|---|
| First Loaded | Sep 28, 2024 |
| Last Used | Mar 21, 2025 |
Marc Record
| First Detected | Jul 29, 2024 04:01:06 PM |
|---|---|
| Last File Modification Time | Apr 02, 2025 10:10:12 AM |
MARC Record
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| 082 | 0 | 4 | |a 362.11068/3|2 23 |
| 100 | 1 | |a Merlino, James,|e author. | |
| 245 | 1 | 0 | |a Service fanatics :|b how to build superior patient experience the Cleveland Clinic way /|c by James Merlino. |
| 264 | 1 | |a [New York] :|b McGraw-Hill,|c [2015] | |
| 300 | |a 1 online resource :|b illustrations | ||
| 336 | |a text|b txt|2 rdacontent | ||
| 337 | |a computer|b c|2 rdamedia | ||
| 338 | |a online resource|b cr|2 rdacarrier | ||
| 490 | 1 | |a McGraw-Hill's AccessMedicine | |
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a Transformed by the patient experience -- Patients first as true north -- Leading for change -- Defining patient experience and strategy -- Culture is critical -- Cultural alignment : the Cleveland Clinic experience -- Physician involvement is vital -- Want to know what patients think? Ask! -- Execution is everything -- Healthcare requires service excellence -- Doctors need to communicate better -- Creating partnerships with patients -- Getting it done has defined our success. | |
| 520 | |a "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."--Unedited summary from book | ||
| 546 | |a English. | ||
| 588 | 0 | |a Online resource; title from electronic title page (AccessMedicine, viewed January 16, 2018). | |
| 610 | 2 | 0 | |a Cleveland Clinic Foundation|x Customer services. |
| 610 | 2 | 7 | |a Cleveland Clinic Foundation|2 fast |
| 650 | 0 | |a Hospital patients.|0 http://id.loc.gov/authorities/subjects/sh85062249 | |
| 650 | 0 | |a Patient satisfaction.|0 http://id.loc.gov/authorities/subjects/sh85098708 | |
| 650 | 0 | |a Patient-centered health care.|0 http://id.loc.gov/authorities/subjects/sh2012000674 | |
| 650 | 0 | |a Patient satisfaction|z Ohio|z Cleveland|v Case studies. | |
| 650 | 0 | |a Hospitals|x Customer services|z Ohio|z Cleveland|v Case studies. | |
| 650 | 0 | |a Hospitals.|0 http://id.loc.gov/authorities/subjects/sh85062285 | |
| 650 | 0 | |a Physician and patient.|0 http://id.loc.gov/authorities/subjects/sh85101608 | |
| 650 | 1 | 2 | |a Hospitals |
| 650 | 2 | |a Inpatients | |
| 650 | 2 | |a Patient-Centered Care | |
| 650 | 2 | 2 | |a Organizational Case Studies |
| 650 | 2 | 2 | |a Patient Satisfaction |
| 650 | 2 | 2 | |a Physician-Patient Relations |
| 650 | 2 | 2 | |a Quality of Health Care |
| 651 | 7 | |a Ohio|z Cleveland|2 fast|1 https://id.oclc.org/worldcat/entity/E39PBJdCvPcj33MDBF4HDyf6rq | |
| 655 | 2 | |a Personal Narrative | |
| 776 | 0 | 8 | |i Print version:|a Merlino, James.|t Service fanatics.|d New York : McGraw-Hill Education, [2015]|z 9780071833257|w (DLC) 2014033589|w (OCoLC)875519885 |
| 830 | 0 | |a McGraw-Hill's AccessMedicine. | |
| 856 | 4 | 0 | |u https://www.aclib.us/OReilly |