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    James Merlino, MD, Chief Experience Officer of Cleveland Clinic.
    Summary: Cleveland 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 a time when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience.

    Transformed by the patient experience
    Patients first as true north
    Leading for change
    Describing the elephant: Defining the 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
    Making patients our partners
    Getting it done has defined our success
    Epilogue: We have a responsibility to lead.
    Digital Access AccessMedicine 2015