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 a time when this revered organization ranked among the lowest in the country in this area. Within 10 years, however, it had climbed to among the highest and has emerged as the thought leader in the space.
"An insightful book on not just patient experience"
James I. Merlino, a colorectal surgeon and the chief experience officer at Cleveland Clinic, and Ananth Raman, the UPS Foundation Professor of Business Logistics at Harvard Business School, write about how the Cleveland Clinic’s transformation to a truly patient-centered hospital holds lessons for any organization looking to compete on service excellence.