Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
5/5
()
About this ebook
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 atime 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. This strategic guide covers:
- How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
- Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
- Ways in which the Clinic aligned its entire workforce around its Patients First strategy
- How leaders improved the critical element of physician communication
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.
Related to Service Fanatics
Related ebooks
Better Patient Feedback, Better Healthcare Rating: 0 out of 5 stars0 ratingsCracking the Healthcare Leadership Code: How Purpose, Humility, and Accessibility Can Transform Your Organization Rating: 0 out of 5 stars0 ratingsCommunication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience Rating: 0 out of 5 stars0 ratingsProvenCare: How to Deliver Value-Based Healthcare the Geisinger Way Rating: 0 out of 5 stars0 ratingsRaising the Bar on Service Excellence: The Health Care Leader's Guide to Putting Passion into Practice Rating: 0 out of 5 stars0 ratingsIT's About Patient Care: Transforming Healthcare Information Technology the Cleveland Clinic Way Rating: 0 out of 5 stars0 ratingsHealthcare Leadership Excellence: Creating a Career of Impact Rating: 0 out of 5 stars0 ratingsThe Patient's Primary Care Experience: A Road Map to Powerful Partnerships Rating: 0 out of 5 stars0 ratingsManaging Care: How Clinicians Can Lead Change and Transform Healthcare Rating: 0 out of 5 stars0 ratingsWorld Class: A Story of Adversity, Transformation, and Success at NYU Langone Health Rating: 5 out of 5 stars5/5Burnout in Healthcare: A Guide to Addressing the Epidemic Rating: 5 out of 5 stars5/5The Customer Revolution in Healthcare: Delivering Kinder, Smarter, Affordable Care for All Rating: 0 out of 5 stars0 ratingsReverse Innovation in Health Care: How to Make Value-Based Delivery Work Rating: 0 out of 5 stars0 ratingsYou Make the Call - Healthcare's Mandate for Post-discharge Follow Up Rating: 0 out of 5 stars0 ratingsHow to Succeed as a Healthcare Leader Rating: 0 out of 5 stars0 ratingsHuman-Centered Leadership in Healthcare: Evolution of a Revolution Rating: 0 out of 5 stars0 ratingsManagement Lessons from the Mayo Clinic (PB) Rating: 4 out of 5 stars4/5The Engaged Caregiver: How to Build a Performance-Driven Workforce to Reduce Burnout and Transform Care Rating: 0 out of 5 stars0 ratingsMaking the Healthcare Shift: The Transformation to Consumer-Centricity Rating: 0 out of 5 stars0 ratingsConflict Management in Healthcare: Creating a Culture of Cooperation Rating: 0 out of 5 stars0 ratingsThe Citizen Patient: Reforming Health Care for the Sake of the Patient, Not the System Rating: 0 out of 5 stars0 ratingsA New Compact: Aligning Physician–Organization Expectations to Transform Patient Care Rating: 0 out of 5 stars0 ratingsHumanizing Healthcare: Hardwire Humanity into the Future of Health Rating: 0 out of 5 stars0 ratingsFrom Competition to Collaboration: How Leaders Cultivate Partnerships to Drive Value and Transform Health Rating: 0 out of 5 stars0 ratingsRebuilding Trust in Healthcare: A Doctor's Prescription for a Post-Pandemic America Rating: 0 out of 5 stars0 ratingsSmash the Bottleneck: Fixing Patient Flow for Better Care (and a Better Bottom Line) Rating: 0 out of 5 stars0 ratingsThe Price We Pay: What Broke American Health Care--and How to Fix It Rating: 4 out of 5 stars4/5
Leadership For You
The Introverted Leader: Building on Your Quiet Strength Rating: 0 out of 5 stars0 ratingsSummary of The 48 Laws of Power by Robert Greene Rating: 4 out of 5 stars4/5How to Win Friends and Influence People: Updated For the Next Generation of Leaders Rating: 4 out of 5 stars4/5Crucial Conversations: Tools for Talking When Stakes are High, Third Edition Rating: 4 out of 5 stars4/5Divergent Mind: Thriving in a World That Wasn't Designed for You Rating: 4 out of 5 stars4/5Emotional Intelligence 2.0 Rating: 5 out of 5 stars5/5The Five Dysfunctions of a Team: A Leadership Fable, 20th Anniversary Edition Rating: 4 out of 5 stars4/5The Catalyst: How to Change Anyone's Mind Rating: 4 out of 5 stars4/5The 21 Irrefutable Laws of Leadership: Follow Them and People Will Follow You Rating: 4 out of 5 stars4/5The 7 Habits of Highly Effective People: 30th Anniversary Edition Rating: 5 out of 5 stars5/5How to Lead When You're Not in Charge: Leveraging Influence When You Lack Authority Rating: 4 out of 5 stars4/5The 5AM Club: Own Your Morning. Elevate Your Life. Rating: 4 out of 5 stars4/5Leadership and Self-Deception: Getting out of the Box Rating: 4 out of 5 stars4/5Everyone Communicates, Few Connect: What the Most Effective People Do Differently Rating: 5 out of 5 stars5/5How to Get Ideas Rating: 5 out of 5 stars5/5The 21 Irrefutable Laws of Leadership Workbook: Revised and Updated Rating: 5 out of 5 stars5/5The Book of Beautiful Questions: The Powerful Questions That Will Help You Decide, Create, Connect, and Lead Rating: 4 out of 5 stars4/5Communicating at Work Rating: 3 out of 5 stars3/5The 360 Degree Leader Workbook: Developing Your Influence from Anywhere in the Organization Rating: 4 out of 5 stars4/5The Ideal Team Player: How to Recognize and Cultivate The Three Essential Virtues Rating: 4 out of 5 stars4/5A More Beautiful Question: The Power of Inquiry to Spark Breakthrough Ideas Rating: 4 out of 5 stars4/5Carol Dweck's Mindset The New Psychology of Success: Summary and Analysis Rating: 4 out of 5 stars4/5Your Best Year Ever: A 5-Step Plan for Achieving Your Most Important Goals Rating: 4 out of 5 stars4/5Spark: How to Lead Yourself and Others to Greater Success Rating: 5 out of 5 stars5/5Leadershift: The 11 Essential Changes Every Leader Must Embrace Rating: 5 out of 5 stars5/5
Reviews for Service Fanatics
1 rating0 reviews