TY - CHAP M1 - Book, Section TI - Want to Know What Patients Think? Ask! A1 - Merlino, James PY - 2018 T2 - Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way AB - In December 2010, I received a letter from the husband of a deceased patient who said the Clinic had failed his wife. Enclosed was a photograph of the couple at their daughter’s wedding. My heart sank. Looking at the beautiful picture, I immediately feared that we had missed something, that there had been a terrible medical error causing a treatment failure that led to her death. His wife had been diagnosed with breast cancer; she was successfully treated and cured. Several years later she had a recurrence, which was treated and controlled. She subsequently developed a final recurrence, and despite aggressive treatment, the disease won the war. She began palliative treatment and was sent home on hospice. She was readmitted to the hospital for dehydration and died after four days. SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/29 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150322861 ER -