TY - CHAP M1 - Book, Section TI - About the Author A1 - Merlino, James PY - 2018 T2 - Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way AB - James Merlino, MD, is the Chief Experience Officer of Cleveland Clinic Health System and is a practicing staff colorectal surgeon. He is the founder and current president of the Association for Patient Experience. He leads initiatives to improve the patient experience, physician-patient communication, patient access, and referring physician relations across the Cleveland Clinic Health System. He speaks to boards, physicians, and other healthcare leaders throughout the world on the importance of aligning healthcare culture around the patient and delivering on strategies to improve the patient experience. He has authored several articles and is widely quoted in publications. His work and comments have appeared in Harvard Business Review, Forbes, the Wall Street Journal, and Yahoo Finance, among many other outlets. In 2013, HealthLeaders magazine named him one of "20 People Who Make Healthcare Better." SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/28 UR - accessmedicine.mhmedical.com/content.aspx?aid=1149931226 ER -