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Publisher's Summary

When Medical City Dallas Hospital wanted to increase their patient satisfaction scores, they didn't just re-write another long mission statement or come up with a new set of rules. They said they wanted "to create raving fans out of our patients and families". The phrase "raving fans" got the employees' minds engaged and they started to think about their jobs in a whole new light; every time they had patient interaction they had to think, will this make a "raving fan"? And their satisfaction scores went up as a result. That is just one of the stories about teamwork and engagement that Adrian Gostick has to share, about tiny tweaks that shift the mindset of employees to create big changes.

©2014 Adrian Gostick (P)2014 American Management Association International

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