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

Preface

Dana Bernstein is a smart, energetic, beautiful 25-year-old woman out to conquer the world. She enchants everyone she meets. Dana is also an expert in understanding the world of healthcare: expert not because she’s on the provider or delivery side of healthcare, but expert because she’s lived on the patient side since she was three. In the past 22 years, Dana has had more interactions with doctors and nurses, more admissions to hospitals, and more procedures than most people have in a lifetime.

What gives Dana her expert credentials is a battle with Crohn’s disease,¹ one of the two major bowel diseases characterized by inflammation, or in layman’s terms, significant irritation and erosion of the bowel lining and walls. It’s a disease ...