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

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Chapter 9

Execution Is Everything

Shortly after becoming CXO, I learned a hard lesson in humility and the difference between talking about strategy and having the ability to execute on strategy. I read a hospital trade journal article about the emerging patient experience field—an article that did not mention Cleveland Clinic. I was surprised. We were the first U.S. hospital to have a CXO, with the first department focused on the patient experience. I thought we were well on our way to success. My arrogance led me to believe there must be something newsworthy we could offer the publication. After all, we were Cleveland Clinic—people should want to know what we were doing.

I called the reporter and inquired whether we could participate in another ...

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