linkedin twitter 


This login popup box will appear when a user tries to access content that is for members only. If you are not a member yet, please register for a membership. We’d love to have you be part of our community.

  • Basic/free members will have access to a limited amount of site content.
  • Premium/paid members will have access to all site content.

All users will have to be logged in to access the content. Become a member and gain access to exclusive features.


Service Fanatics: A New Book by our President, Dr. James Merlino

Friday, October 31, 2014
Drawing on personal experiences as both a physician and the family member of a patient at Cleveland Clinic, our president and Cleveland Clinic Chief Experience Officer Dr. Merlino shares his perspectives on patient care and illustrates how a positive experience can impact a patient’s health, as well as his or her attitude toward their hospital in the new book, “Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way.”

The book shows Cleveland Clinic’s transformation from a hospital ranked near the bottom for patient satisfaction — based on the Centers for Medicare & Medicaid Services (CMS) survey — to one that has become a leader in how to put patients first. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization?

Through real patient stories and an inside look into how the organization addresses challenges, “Service Fanatics” offers a robust picture of how to improve a critical part of the healthcare experience.

Cleveland Clinic’s commitment to patient experience first began when Toby Cosgrove, MD, became CEO and President in 2004 after nearly 30 years with Cleveland Clinic. Until that point, patient experience was not a focus for most hospitals. Yet Dr. Cosgrove recognized the importance of this to both the organization's reputation and the patients’ health.

If you believe delivering compassionate, high-professional care aligned around the patient should be the focus of healthcare, then you should check out this book.

For more of what you’ll find, read a sample here.

Sound interesting? Don’t just take our word for it. Here’s what others are saying:

"This is an important and very timely book. Dr. Merlino reminds us that the complexities of the global healthcare challenge must never obscure our primary focus on the patient and patient experience. This is the story of one of the world's leading medical centers going through transformation without losing sight of its true mission." — Alex Gorsky, chairman and CEO of Johnson & Johnson

"Service Fanatics is upfront about just how hard it is to change a culture so that it becomes truly customer-centric—then tells you how you can do it anyway. . . . A great read that's also making me smarter about patient experience." — Harley Manning,

“Service Fanatics: How to Build Superior Customer Service the Cleveland Clinic Way” is available in print and eBook for purchase wherever books are sold. Get ordering information at Amazon.

Tags: best practices
Blog post currently doesn't have any comments.