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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino

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Chapter 13

Getting It Done Has Defined Our Success

Our greatest patient experience achievement has been our ability to execute the work, an achievement I owe to my mentor and friend from Harvard Business School, Ananth Raman. He helped me understand the importance of how to operationalize the change.

Execution has taken our patient experience improvement from aspirational goal to operational reality, gained the respect of leaders across Cleveland Clinic, and drawn the attention of healthcare institutions around the world. The success of our execution is palpable. Our organizational metrics are improved, our caregivers live the patient experience, our leaders drive it, and most important, our patients feel it. The challenge going forward is to ...

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