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

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

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 changeAlthough 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 he
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