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

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Epilogue

We Have a Responsibility to Lead

Many of Cleveland Clinic’s best ideas come from studying the best practices of others, so one of our early goals was to help shape the emerging field of patient experience by sharing what we were learning and doing. We’re both active listeners and sharers of information. We believe in bringing people together to network, exchange ideas, and learn, helping all to improve what we’re doing for patients. But this is more than that. This is a movement.

In 2010 we established an annual Patient Experience: Empathy & Innovation Summit. When I convene it every year, I remind attendees that I’m just like them, someone working hard on the front lines to improve the experience for patients. I commit to helping them, ...

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