Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

Excellent

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.

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!

Ecxellent audibook. Great suject, completely covered with great exemples.Excellent narration.

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.

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