From the Publisher
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JAMES MERLINO, MD, is the Chief Experience Officer of the
Cleveland Clinic System and is a practicing colorectal
surgeon in the Digestive Disease Institute. He is the founder and
current president of the Association for Patient Experience and
is a recognized world thought leader in the emerging field of
patient experience. In 2013, Leaders magazine named him one
of "20 People Who Make care Better."
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From the Back Cover
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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 care, had lost its way with
compassion and empathy. Dr. James Merlino in his role as the
Clinics Chief Experience Officer, along with CEO Toby Cosgrove
and the rest of the healers at Cleveland Clinic, changed that by
putting Patients First. Merlinos 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 care.
David T. Feinberg, MD, president of UCLA System and CEO
of UCLA Hospital System
This is an important and very timely book. Dr. Merlino reminds
us that the complexities of the global care challenge must
never obscure our primary focus on the patient and patient
experience. This is the story of one of the worlds leading
medical centers going through transformation without losing
of its true mission.
Alex Gorsky, chairman and CEO of Johnson & Johnson
Merlino gives a behind-the-scenes account of how Cleveland
Clinic, traditionally known for medical excellence, transformed
itself to put equal focus on the patient experience. Its a
fascinating story on its own merits, but its also the story of
the future of care. For all care leaders are (or
those who soon will be) leading a similar transformation, this
book will be an indispensable guide to the journey ahead.
Dan Heath, coauthor of the New York Times bestsellers Made to
Stick, Switch, and Decisive
This book is a candid recounting of Cleveland Clinics rocky,
flawed journey toward creating world-class patient experience.
James Merlino is painfully honest about the failures and mistakes
along the way, even as he lays out a practical road for
change. This combination of candor, pragmatism, and hope is why
Merlino has emerged as one of the most respected care
leaders in the country. Service Fanatics is invaluable for any
hospital administrator determined to transform patient
experience.
Leah Binder, president and CEO of The Leapfrog Group
Driven by his experience as a family member, patient, and
physician, Jims passion has created a movement to refocus the
care systems design, process, and culture on the patient.
With his colleagues at Cleveland Clinic, he has championed the
effort to once again center care around the patient and has
engaged care leaders across the industry to embrace
transparency in the spirit of improvement. Jims commitment to
his patients and empathy for their journey resonates on every
page of this book. When we reflect on the major transformation of
the industry, history will show that Jim Merlino and Cleveland
Clinic were at the forefront of returning our care system
to the patient and helping us return to the noble cause that drew
us all to careers in care.
Pat Ryan, CEO of Press Ganey
Its an important work by the leading voice in patient
experience. Its also a gripping personal narrative that changed
my perspective on every doctor-patient interaction Ive had in my
life. . . . Service Fanatics is upfront about just how hard it is
to change a culture so that it becomes truly
customer-centricthen tells you how you can do it anyway. Merlino
describes the challenges at Cleveland Clinic with an
unsentimental eye, and he also provides detailed descriptions of
what the leadership team did to overcome those challenges. . . .
All in all, Service Fanatics is a great read thats also making
me smarter about patient experience. If only all business books
could bring those two elements together.
Harley Manning, Forrester.com
It is one thing for a leader to establish an organization-wide
priority and quite another to achieve it. To many, Cleveland
Clinics rapid improvement in patient satisfaction scores appears
nearly miraculous. Dr. Merlinos book offers a compelling and
candid tale of how an already great hospital engaged its 43,000
employees to become even better. By detailing every step with
candor and eloquence, this book explains precisely how the
hospital achieved its gainsand, in so doing, offers invaluable
lessons not only for care leaders but for anyone interested
in how to achieve meaningful progress across any organization.
Barbara R. Snyder, president of Case Western Reserve University
Anyone involved in care will treasure Dr. Jim Merlinos
book because it provides a candid, poignant look at patient care
from both provider and patient perspectives. The stories and
lessons around empathy and compassion are inspirational and help
us think more clearly about the importance of the overall patient
experience.
Kurt Newman, MD, president and CEO of Childrens National
System
In this warts-and-all account, Jim Merlino describes how he and
his Cleveland Clinic colleagues transformed a culture focused
almost exclusively on clinical excellence into one that fully
embraced the need to deliver a caring and empathic experience for
people. In so doing, Merlino has created a comprehensive and
methodical playbook for other care organizations seeking to
fulfill the same para objective: putting patients first.
Susan Dentzer, senior policy adviser to the Robert Wood Johnson
Foundation
The art and science of caring for others is remarkably
highlighted in Dr. Merlinos splendid Service Fanatics. This is a
must-read for all leaders or aspiring leaders in the business of
delivering professional services. Dr. Merlino and his Cleveland
Clinic colleagues get it!
Marc Byrnes, chairman of Oswald Companies
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