RT Book, Section
A1 Merlino, James
SR Print(0)
ID 1150322688
T1 Cultural Alignment: The Cleveland Clinic Experience
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=1150322688
RD 2020/07/03
AB Since  the  introduction  of  the  Patients  First  motto,  there  had  been  discussions  about  how  to  instill  that  purpose  more  strongly  into  the  culture  of  the  organization.  Creating  the  motto,  making  patient  experience  a  strategic  priority,  revamping  the  mission,  vision,  and  values,  and  appointing  a  chief  experience  officer  proved  not  to  be  enough.  And  while  we  could  point  to  a  number  of  success  stories  in  improving  the  patient  experience  in  the  units  and  in  addressing  physician  communication,  caregivers  were  not  aligned  and  did  not  live  the  patient  experience.  It  became  increasing  clear  that  we  needed  to  do  something  so  that  everyone  would  comprehend  the  importance  of  the  patient  experience.  We  needed  to  shock  the  system.  We  needed  an  all-hands-on-deck  training  program.