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Service fanatics : how to build superior patient experience the Cleveland Clinic way /
"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 ti...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
[New York] :
McGraw-Hill,
[2015]
|
| Colección: | McGraw-Hill's AccessMedicine.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
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| 100 | 1 | |a Merlino, James, |e author. | |
| 245 | 1 | 0 | |a Service fanatics : |b how to build superior patient experience the Cleveland Clinic way / |c by James Merlino. |
| 264 | 1 | |a [New York] : |b McGraw-Hill, |c [2015] | |
| 300 | |a 1 online resource : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a McGraw-Hill's AccessMedicine | |
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 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. | |
| 520 | |a "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 | ||
| 588 | 0 | |a Online resource; title from electronic title page (AccessMedicine, viewed January 16, 2018). | |
| 546 | |a English. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 610 | 2 | 0 | |a Cleveland Clinic Foundation |x Customer services. |
| 610 | 2 | 7 | |a Cleveland Clinic Foundation |2 fast |
| 650 | 0 | |a Hospital patients. | |
| 650 | 0 | |a Patient satisfaction. | |
| 650 | 0 | |a Patient-centered health care. | |
| 650 | 0 | |a Patient satisfaction |z Ohio |z Cleveland |v Case studies. | |
| 650 | 0 | |a Hospitals |x Customer services |z Ohio |z Cleveland |v Case studies. | |
| 650 | 0 | |a Hospitals. | |
| 650 | 0 | |a Physician and patient. | |
| 650 | 1 | 2 | |a Hospitals |
| 650 | 2 | |a Inpatients | |
| 650 | 2 | |a Patient-Centered Care | |
| 650 | 2 | 2 | |a Organizational Case Studies |
| 650 | 2 | 2 | |a Patient Satisfaction |
| 650 | 2 | 2 | |a Physician-Patient Relations |
| 650 | 2 | 2 | |a Quality of Health Care |
| 650 | 6 | |a Hôpitaux. | |
| 650 | 6 | |a Patients |x Satisfaction. | |
| 650 | 6 | |a Relations médecin-patient. | |
| 650 | 6 | |a Hospitalisés. | |
| 650 | 6 | |a Soins centrés sur le patient. | |
| 650 | 6 | |a Patients |x Satisfaction |z Ohio |z Cleveland |v Études de cas. | |
| 650 | 6 | |a Hôpitaux |x Service à la clientèle |z Ohio |z Cleveland |v Études de cas. | |
| 650 | 7 | |a hospitals (institutions, health facility) |2 aat | |
| 650 | 7 | |a Physician and patient |2 fast | |
| 650 | 7 | |a Hospitals |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Hospital patients |2 fast | |
| 650 | 7 | |a Patient-centered health care |2 fast | |
| 650 | 7 | |a Patient satisfaction |2 fast | |
| 651 | 7 | |a Ohio |z Cleveland |2 fast | |
| 655 | 2 | |a Personal Narrative | |
| 655 | 7 | |a Personal narratives |2 fast | |
| 655 | 7 | |a Case studies |2 fast | |
| 655 | 7 | |a Personal narratives. |2 lcgft | |
| 655 | 7 | |a Récits personnels. |2 rvmgf | |
| 776 | 0 | 8 | |i Print version: |a Merlino, James. |t Service fanatics. |d New York : McGraw-Hill Education, [2015] |z 9780071833257 |w (DLC) 2014033589 |w (OCoLC)875519885 |
| 830 | 0 | |a McGraw-Hill's AccessMedicine. | |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780071833257/?ar |z Texto completo (Requiere registro previo con correo institucional) |
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