RT Book, Section
A1 Merlino, James
SR Print(0)
ID 1150322938
T1 Execution Is Everything
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=1150322938
RD 2024/04/25
AB Shortly  after  becoming  CXO,  I  learned  a  hard  lesson  in  humility  and  the  difference  between  talking  about  strategy  and  having  the  ability  to  execute  on  strategy.  I  read  a  hospital  trade  journal  article  about  the  emerging  patient  experience  field—an  article  that  did  not  mention  Cleveland  Clinic.  I  was  surprised.  We  were  the  first  U.S.  hospital  to  have  a  CXO,  with  the  first  department  focused  on  the  patient  experience.  I  thought  we  were  well  on  our  way  to  success.  My  arrogance  led  me  to  believe  there  must  be  something  newsworthy  we  could  offer  the  publication.  After  all,  we  were  Cleveland  Clinic—people  should  want  to  know  what  we  were  doing.