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

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Chapter 5

Culture Is Critical

The entrance to our old executive offices was across from the elevators to the main hospital. One day I was walking in the lobby about to get on one of the elevators when I noticed a puddle on the floor. I immediately went to find something to wipe it up. As I was returning to the lobby with my paper towels, I stopped and observed all of the people that were either avoiding or stepping over the puddle. People were taking appropriate evasive action, but no one did anything to take care of it. Many were our employees—doctors, nurses, other staff—who were ignoring a problem that could have caused harm to a patient.

I’m often asked what I might have done differently along our patient experience journey. While quick to ...

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