Description |
1 online resource : illustrations |
Series |
McGraw-Hill's AccessMedicine |
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McGraw-Hill's AccessMedicine
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Contents |
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 |
Summary |
"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 |
Bibliography |
Includes bibliographical references and index |
Notes |
English |
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Online resource; title from electronic title page (AccessMedicine, viewed January 16, 2018) |
Subject |
Cleveland Clinic Foundation -- Customer services
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SUBJECT |
Cleveland Clinic Foundation fast |
Subject |
Hospital patients.
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Patient satisfaction.
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Patient-centered health care.
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Patient satisfaction -- Ohio -- Cleveland -- Case studies
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Hospitals -- Customer services -- Ohio -- Cleveland -- Case studies
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Hospitals.
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Physician and patient.
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Hospitals
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Inpatients
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Patient-Centered Care
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Organizational Case Studies
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Patient Satisfaction
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Physician-Patient Relations
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Quality of Health Care
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hospitals (institutions, health facility)
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Physician and patient
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Hospitals
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Customer services
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Hospital patients
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Patient-centered health care
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Patient satisfaction
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Ohio -- Cleveland
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Genre/Form |
Personal narratives
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Case studies
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Personal narratives.
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Récits personnels.
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Form |
Electronic book
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ISBN |
9780071833264 |
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0071833269 |
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