Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way, by James Merlino M.D.
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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way, by James Merlino M.D.
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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.
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way, by James Merlino M.D.- Amazon Sales Rank: #1563995 in Books
- Brand: Merlino, James, M.D./ Lundeen, Tim (NRT)
- Published on: 2015-03-10
- Formats: Audiobook, MP3 Audio, Unabridged
- Original language: English
- Number of items: 1
- Dimensions: 6.75" h x .50" w x 5.25" l,
- Running time: 10 Hours
- Binding: MP3 CD
Review "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
From the Back Cover
“Service Fanatics will become the gold standard on patient-centered care. Cleveland Clinic in all its glory, like many of the rest of us in healthcare, had lost its way with compassion and empathy. Dr. James Merlino in his role as the Clinic’s Chief Experience Officer, along with CEO Toby Cosgrove and the rest of the healers at Cleveland Clinic, changed that by putting Patients First. Merlino’s description of this journey is at times painful, raw, and brutally honest. Service Fanatics and its author exude passion, humility, integrity, and caring. It will make any organization better and is a must-read for everyone in healthcare.”―David T. Feinberg, MD, president of UCLA Health System and CEO of UCLA Hospital System
“This is an important and very timely book. Dr. Merlino reminds us that the complexities of the global healthcare challenge must never obscure our primary focus on the patient and patient experience. This is the story of one of the world’s leading medical centers going through transformation without losing sight of its true mission.” ―Alex Gorsky, chairman and CEO of Johnson & Johnson
“Merlino gives a behind-the-scenes account of how Cleveland Clinic, traditionally known for medical excellence, transformed itself to put equal focus on the patient experience. It’s a fascinating story on its own merits, but it’s also the story of the future of health care. For all health care leaders are (or those who soon will be) leading a similar transformation, this book will be an indispensable guide to the journey ahead.”―Dan Heath, coauthor of the New York Times bestsellers Made to Stick, Switch, and Decisive
“This book is a candid recounting of Cleveland Clinic’s rocky, flawed journey toward creating world-class patient experience. James Merlino is painfully honest about the failures and mistakes along the way, even as he lays out a practical roadmap for change. This combination of candor, pragmatism, and hope is why Merlino has emerged as one of the most respected healthcare leaders in the country. Service Fanatics is invaluable for any hospital administrator determined to transform patient experience. ―Leah Binder, president and CEO of The Leapfrog Group
“Driven by his experience as a family member, patient, and physician, Jim’s passion has created a movement to refocus the healthcare system’s design, process, and culture on the patient. With his colleagues at Cleveland Clinic, he has championed the effort to once again center care around the patient and has engaged healthcare leaders across the industry to embrace transparency in the spirit of improvement. Jim’s commitment to his patients and empathy for their journey resonates on every page of this book. When we reflect on the major transformation of the industry, history will show that Jim Merlino and Cleveland Clinic were at the forefront of returning our healthcare system to the patient and helping us return to the noble cause that drew us all to careers in healthcare.” ―Pat Ryan, CEO of Press Ganey
“It’s an important work by the leading voice in patient experience. It’s also a gripping personal narrative that changed my perspective on every doctor-patient interaction I’ve had in my life. . . . Service Fanatics is upfront about just how hard it is to change a culture so that it becomes truly customer-centric―then tells you how you can do it anyway. Merlino describes the challenges at Cleveland Clinic with an unsentimental eye, and he also provides detailed descriptions of what the leadership team did to overcome those challenges. . . . All in all, Service Fanatics is a great read that’s also making me smarter about patient experience. If only all business books could bring those two elements together.”―Harley Manning, Forrester.com
“It is one thing for a leader to establish an organization-wide priority and quite another to achieve it. To many, Cleveland Clinic’s rapid improvement in patient satisfaction scores appears nearly miraculous. Dr. Merlino’s book offers a compelling and candid tale of how an already great hospital engaged its 43,000 employees to become even better. By detailing every step with candor and eloquence, this book explains precisely how the hospital achieved its gains―and, in so doing, offers invaluable lessons not only for healthcare leaders but for anyone interested in how to achieve meaningful progress across any organization.”―Barbara R. Snyder, president of Case Western Reserve University
“Anyone involved in healthcare will treasure Dr. Jim Merlino’s book because it provides a candid, poignant look at patient care from both provider and patient perspectives. The stories and lessons around empathy and compassion are inspirational and help us think more clearly about the importance of the overall patient experience.―Kurt Newman, MD, president and CEO of Children’s National Health System
“In this warts-and-all account, Jim Merlino describes how he and his Cleveland Clinic colleagues transformed a culture focused almost exclusively on clinical excellence into one that fully embraced the need to deliver a caring and empathic experience for people. In so doing, Merlino has created a comprehensive and methodical playbook for other healthcare organizations seeking to fulfill the same paramount objective: putting patients first.”―Susan Dentzer, senior policy adviser to the Robert Wood Johnson Foundation
“The art and science of caring for others is remarkably highlighted in Dr. Merlino’s splendid Service Fanatics. This is a must-read for all leaders or aspiring leaders in the business of delivering professional services. Dr. Merlino and his Cleveland Clinic colleagues get it! ―Marc Byrnes, chairman of Oswald Companies
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.”
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Most helpful customer reviews
5 of 6 people found the following review helpful. "One of the most important things done is to define why we're here -- for patients." Toby Cosgrove By Robert Morris Note: Delos M. ("Toby") Cosgrove, M.D., is the CEO of the Cleveland Clinic.If possible, this book should be read in combination with Cosgrove's book, The Cleveland Clinic Way: Lessons in Excellence from One of the World's Leading Health Care Organizations, also published by McGraw-Hill. Both books examine with consummate skill the day-to-day operations of one of the world's most renowned medical communities. James Merlino, M.D., is Chief Experience Officer and the term "experience" refers to everyone involved throughout the given enterprise. At all levels and in all areas, the healthcare providers and those who are responsible for support services are patients-driven. They do everything humanly possible to ensure that patients and their loved ones receive superior experience. As Dr. Merlino explains, his book focuses on how to think about patient experience, "how to define it, and the factors we feel are critical to enhance it. Improving patient-centeredness also impacts how we deliver safety and quality. These are important not just for patients, but for caregivers as well."These are among the dozens of passages of greatest interest and value to me, listed also to suggest the scope of Merlino's coverage:o Cleveland Clinic: Challenges of organizational culture (Pages 1-7, 33-34, 66-67, 98-103, 112-113, and 220-221)o Cleveland Clinic: Challenges of patient experience (Pages 1-7, 103-108, 177-178)o Patient First approach (13-28)o Chief Experience Officer (29-37)o Transparency: 35-36, 106-108, and 181-186)o Patient experience (45-63)o Cleveland Clinic: Defining patient experience (54-63)o Cleveland Clinic: Organizational culture (65-80)o Delos M. ("Toby) Cosgrove (66-67 and 712-80)o Cleveland Clinic: Experience Project (81-96)o Cultural alignment (92-94) and 222-227)o Physicians (97-118)o Patient surveys (122-125 and 178-181)o Hospital Consumer Assessment of Healthcare Providers and Systems (150-154)o Service Excellence (157-175)o Doctors and communication skills (181-186)o Practical communication skills: Development (186-192)o Patient involvement (197-210)o "Getting It Done Has Defined Our Success (211-227)In his own book about the Cleveland Clinic, Dr. Cosgrove has much of value to say about eight trends that will define the future of medicine. In fact, they will probably define the future, period. He explains WHY or HOW1. Group practices will provide better -- and cheaper -- healthcare2. Collaborative medicine is more effective3. Big Data will be harnessed to improve the quality of healthcare as well as lower costs4. Cooperative practices can be the wellspring of innovation5. Empathy is crucial to better patient outcomes6. Wellness of both mind and body depends on healthcare, not sickcare7. How healthcare is best provided in different settings for greater comfort and value8. How tailor-made healthcare treats a person rather than a diseaseOf course, Dr. Merlino is well aware of these and other trends, and of the challenges they are certain to pose to sustaining, indeed enriching and improving superior health care experience. Consider these remarks when he concludes the last chapter: "Our collective goal is simple: deliver the best possible experience to our patients -- or as [Pat Ryan, CEO of Press Ganey] points out, reduce patient suffering. It's the right thing to do, it's how we want to be taken care of, and it's how we want5 our families to be treated. Success will not come quickly or easily, but will be achieved with leadership, strategy, focus, and determination. We must strive to do right -- all the time. We would accept nothing less for ourselves or our families; therefore, we should offer nothing less to the people we serve."
3 of 3 people found the following review helpful. Dr. Merlino's Not Afraid to Get His Hands Dirty - a Great, Pull No Punches Read about Transforming Healthcare By Anthony L Cirillo As someone intimately involved with person-centered care initiatives and as a native of south Philadelphia where we pull no punches, I was very impressed with Dr. Merlino's candor and transparency. Drawing on his own personal stories and the great work he has led at the Cleveland Clinic, he gives you the warts and all version of today's tumultuous and contemptuous healthcare world. Whether it is flat out contesting the hospital as hotel comparison or taking people to task over patient experience initiatives as thinly veiled marketing tactics, he tells it like it is and provides a much-needed wake-up call to an industry in flux. Easily digestable end of chapter summaries provide the blueprint for how healthcare can transform itself while keeping the people we care for front and center.
3 of 3 people found the following review helpful. The New Gold Standard for Patient Centered Care. By tom Loaded with powerful stories, real life examples and practical tools designed to help anyone with the desire to positively impact the patient experience.
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