RT Book, Section A1 Merlino, James SR Print(0) ID 1150322385 T1 Patients First as True North 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=1150322385 RD 2024/11/03 AB Imagine the practice of medicine a hundred years ago: a time before antibiotics, complicated imaging, and the advent of miracle drugs that cure disease or at least significantly alter its course. There’s a picture I use in presentations of a solo practitioner walking through a farmyard carrying the iconic black medical bag. Most of the medical miracles of a hundred years ago were contained in that black bag, but most of the healing that doctors did rested in the hands that carried the bag and the relationships and interactions that the physician had with patients and families.