2024 the best of james cleveland review

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THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE

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 itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow 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.

From the brand

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Publisher ‏ : ‎ McGraw Hill; 1st edition (October 6, 2014)
Language ‏ : ‎ English
Hardcover ‏ : ‎ 289 pages
ISBN-10 ‏ : ‎ 0071833250
ISBN-13 ‏ : ‎ 978-0071833257
Item Weight ‏ : ‎ 2.31 pounds
Dimensions ‏ : ‎ 6 x 0.84 x 9 inches
Reviewer: Dawn
Rating: 5.0 out of 5 stars
Title: Great read for anyone who wants to excel at customer service and be a better leader!
Review: This is a well written book that goes well beyond the patient experience. It's also a great education in healthcare and is about leadership, collaboration, change leadership (e.g. engagement, buy-in, communications), using data appropriately, and customer service. This book helped me as a patient, a caregiver, a leader, and a consultant. My 16-yr old is about to start a new job that is customer facing and I highly recommended he read it! I wish I had read this book 3 years ago!

Reviewer: Kindle Customer
Rating: 5.0 out of 5 stars
Title: SERVICE FANATICS: I AM A FAN NOW
Review: Catchy title, it caught my attention instantaneously especially for me, a self-proclaimed fanatics of the mantra "good hospitality in hospital". I bought this book after an enjoyable read of Dr Toby Cosgrove's "The Cleveland Clinic Way" book.Toby Cosgrove was the CEO of Cleveland Clinic (2004-2017).The author, Dr James Merlino is the "CEO" too, but the "E" stands for Chief Experience Officer. An interesting portfolio for a hospital. :)The book gave a very concise and interesting insights from a clinician (Dr Merlino) with a unique job description.This is a very easy to read book for those who involve in hospital management, customer services and patients relations. It will further reenforce the converts who believe in "Patient First" philosophy of "Patient Experience".Recommended read for all Hospital CEO and "CEO". And all the frontline managers and those in-charge of frontline customers' touch points. Eg COO, CNO, CMO.By Dr HM Goh

Reviewer: Sandra Collins
Rating: 5.0 out of 5 stars
Title: Highly recommended by graduate students.
Review: Graduate students were required to read this. They loves it. Said one of the best books they have ever read.

Reviewer: Rene
Rating: 5.0 out of 5 stars
Title: Insightful. Applicable.
Review: This is a great book for understanding the dynamics of Service Excellence. Insightful tips and applications that provide a deep dive into understanding how the Cleveland Clinic continues to improve the Patient Experience.

Reviewer: Private Consumer
Rating: 3.0 out of 5 stars
Title: Worth reading
Review: It was okay. Worth reading. My expectations were high after seeing him speak. I read a lot of business books and I find these types of books always are a little bit of a let down.

Reviewer: Amazon Customer
Rating: 5.0 out of 5 stars
Title: I strongly recommend this book.
Review: Good read. It changes the physician-organisation-centred approach to a patient-experience-centred one. The emphasis in prioritising safety and quality over bare satisfaction cannot be overemphasised and may be the most important point raised by Dr James Merlino.

Reviewer: Stamp
Rating: 5.0 out of 5 stars
Title: Merlino offers great insights into one of the world's leading health care ...
Review: Dr. Merlino offers great insights into one of the world's leading health care organization's trials and triumphs in transforming its culture to one that is truly patient-centric. His candor in acknowledging and discussing the threats of intimidation and bullying that are all too prevalent in most health care provider organizations makes this book a must-read for all leaders who are serious about improving both staff and patient engagement.

Reviewer: Road Warrior
Rating: 5.0 out of 5 stars
Title: Exceptional book -- best of its kind
Review: Exceptional book -- best of its kind. Candid, insightful look at patient care and improving patient experience at a world-renowned institution. I'm recommending it all the time.

Reviewer: José Luciano Monteiro Cunha
Rating: 5.0 out of 5 stars
Title:
Review: A linguagem que o Jim Merlino utiliza toca a gente profundamente a todo momento. Ao ler o livro temos a real noção do que se trata a empatia. E acreditem, não é o objetivo principal da obra. A experiência do paciente foi traduzida como uma jornada grandiosa, de uma instituição que trabalha com pessoas, e para pessoas de forma humanizada.

Reviewer: margarita savaille
Rating: 5.0 out of 5 stars
Title:
Review: Excellent

Reviewer: Luc
Rating: 5.0 out of 5 stars
Title:
Review: Ecxellent audibook. Great suject, completely covered with great exemples.Excellent narration.

Reviewer: A. Maclean
Rating: 5.0 out of 5 stars
Title:
Review: As a lead in patient experience at UK hospital, I have found this book to be inspiring and affirming to bring our medical groups into the conversation and to have confidence to say, "This isn't working. Let's try something else." Great book and I hope it gets even more traction here in the UK.

Reviewer: leslie boscheratto
Rating: 5.0 out of 5 stars
Title:
Review: This book helped me articulate what I've been trying to accomplish: turning my extensive customer experience into patient experience -- in a practical and proven manner! Worth the read.