Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way attractive Written by a practicing structural

Written by a practicing structural engineer

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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way attractive Written by a practicing structuralAuthor(s): Merlino, James THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the