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Health Care's Service Fanatics
Merlino, James I.; Raman, AnanthArticle HBS-R1305J-ELeadership and People ManagementThe Cleveland Clinic has long had a reputation for medical excellence. But in 2009 the CEO acknowledged that patients did not think much of their experience there and decided to act. Since then the Clinic has leaped to the top tier of patient-satisfaction surveys, and it now draws hospital executives from around the world who want to study its practices. The Clinic's journey also holds lessons for organizations outside health care that must sudde...Starting at €8.20