RT Book, Section
A1 Merlino, James
SR Print(0)
ID 1149931222
T1 Praise for Service Fanatics
T2 Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
YR 2018
FD 2018
PB McGraw-Hill Education
PP New York, NY
SN 9780071833257
LK accessmedicine.mhmedical.com/content.aspx?aid=1149931222
RD 2024/04/24
AB “Service  Fanatics  will  become  the  gold  standard  on  patient-centered  care.  Cleveland  Clinic  in  all  its  glory,  like  many  of  the  rest  of  us  in  healthcare,  had  lost  its  way  with  compassion  and  empathy.  Dr.  James  Merlino  in  his  role  as  the  Clinic’s  Chief  Experience  Officer,  along  with  CEO  Toby  Cosgrove  and  the  rest  of  the  healers  at  Cleveland  Clinic,  changed  that  by  putting  Patients  First.  Merlino’s  description  of  this  journey  is  at  times  painful,  raw,  and  brutally  honest.  Service  Fanatics  and  its  author  exude  passion,  humility,  integrity,  and  caring.  It  will  make  any  organization  better  and  is  a  must-read  for  everyone  in  healthcare.”