@inbook{1150322555,
author={James Merlino},
title={Describing the Elephant: Defining the Patient Experience and Strategy},
booktitle={Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way},
publisher={McGraw-Hill Education},
address={New York, NY},
year={2018},
url={accessmedicine.mhmedical.com/content.aspx?aid=1150322555}
}