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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Merlino, James (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: [New York] : McGraw-Hill, [2015]
Colección:McGraw-Hill's AccessMedicine.
Temas:
Cleveland Clinic Foundation > Customer services.
Cleveland Clinic Foundation
Hospital patients.
Patient satisfaction.
Patient-centered health care.
Patient satisfaction > Ohio > Cleveland > Case studies.
Hospitals > Customer services > Ohio > Cleveland > Case studies.
Hospitals.
Physician and patient.
Hospitals
Inpatients
Patient-Centered Care
Organizational Case Studies
Patient Satisfaction
Physician-Patient Relations
Quality of Health Care
Hôpitaux.
Patients > Satisfaction.
Relations médecin-patient.
Hospitalisés.
Soins centrés sur le patient.
Patients > Satisfaction > Ohio > Cleveland > Études de cas.
Hôpitaux > Service à la clientèle > Ohio > Cleveland > Études de cas.
hospitals (institutions, health facility)
Physician and patient
Customer services
Hospital patients
Patient-centered health care
Patient satisfaction
Ohio > Cleveland
Personal Narrative
Personal narratives
Case studies
Personal narratives.
Récits personnels.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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.

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