I just finished reading this fantastic book by my friend and previous radio guest – Dr. James Merlino Chief Experience Office of the Cleveland Clinic. Now you can listen to our interview as Jim shares some highlights.
LISTEN TO THE FULL INTERVIEW
Healthcare is an industry that touches people at their most vulnerable times in life, when they are physically and emotionally distressed. Yet too often patients and their family members are not treated with the courtesy, respect, and care they so desperately need—and which should be relatively easy to provide—during these difficult times. These negative experiences not only leave a lasting impression on patients and family members, but they also impact a hospital’s bottom line. In today’s healthcare environment, people have a choice of where to go for care, and hospitals can no longer rely solely on their outcomes as a differentiator and indicator of high quality care. Patient experience is about building a culture that supports safety, quality, and satisfaction which ultimately improves the value of healthcare and reduces suffering. That is why a focus on patient experience has become so important. Delivering high professional competency and compassionate care with a human connection is critical in today’s environment. Among the leaders in this space is Cleveland Clinic, one of the largest academic medical centers in the world.
James Merlino, MD, Chief Experience Officer of Cleveland Clinic, wrote “Service Fanatics” with one simple goal in mind: to help healthcare providers better align their organization around the patient. Through the leadership of CEO Toby Cosgrove, M.D., Dr. Merlino has focused on making the Clinic, which already has a stellar reputation for its medical innovations and unique surgeries, recognized for its patient experience.
“Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way” (October 31, 2014; $30) is a valuable resource for how to think about the patient experience, how to define it, and the factors that are critical to improving it. The book showcases Cleveland Clinic’s evolution from a hospital ranked in the bottom percentile for patient satisfaction, based on the Centers for Medicare & Medicaid Services (CMS) survey, to one that is now indisputably considered a leader patient-centered care. Drawing on real patient stories, it offers an inside look at the strategy and tactics used by Cleveland Clinic on the road to implementing a patient-centered approach to care.
Praise for Service Fanatics
“This is an important and very timely book. Dr. Merlino reminds us that the complexities of the global healthcare challenge must never obscure our primary focus on the patient and patient experience. This is the story of one of the world’s leading medical centers going through transformation without losing sight of its true mission.”
—Alex Gorsky, chairman and CEO of Johnson & Johnson
“Merlino gives a behind-the-scenes account of how Cleveland Clinic, traditionally known for medical excellence, transformed itself to put equal focus on the patient experience. . . . For all healthcare leaders leading a similar transformation, this book will be an indispensable guide to the journey ahead.”
—Dan Heath, coauthor of the New York Times bestsellers Made to Stick, Switch, and Decisive
“Service Fanatics is upfront about just how hard it is to change a culture so that it becomes truly customer-centric—then tells you how you can do it anyway. . . . A great read that’s also making me smarter about patient experience.”
—Harley Manning, Forrester.com