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Product details
File Size: 3975 KB
Print Length: 289 pages
Page Numbers Source ISBN: 0071833250
Publisher: McGraw-Hill Education; 1 edition (October 31, 2014)
Publication Date: October 7, 2014
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B00N9IC9VS
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Amazon Best Sellers Rank:
#211,391 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
This is a well written book that goes well beyond the patient experience. It's also a great education in healthcare and is about leadership, collaboration, change leadership (e.g. engagement, buy-in, communications), using data appropriately, and customer service. This book helped me as a patient, a caregiver, a leader, and a consultant. My 16-yr old is about to start a new job that is customer facing and I highly recommended he read it! I wish I had read this book 3 years ago!
Dr. Merlino offers great insights into one of the world's leading health care organization's trials and triumphs in transforming its culture to one that is truly patient-centric. His candor in acknowledging and discussing the threats of intimidation and bullying that are all too prevalent in most health care provider organizations makes this book a must-read for all leaders who are serious about improving both staff and patient engagement.
Excellent Book! It provides provocative thoughts regarding the need to humanize healthcare services. A must for anybody involved in this industry.
This book was a great guide to building a customer focused environment in any industry!
I really liked the stories and the approach.
Great book!!! Dr Merlino fully understands what we need to do to become better as healthcare providers.
I'm a patient there and I've experienced the positive Cleveland Clinic changes. Excellent book, as it is not just theory but actionable.
Happy with this transaction and this book.
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