Dr. Merlino differentiates “keeping patients happy” from delivering a positive patient experience, which is more about a hospital’s and provider’s approach to care, he wrote.
Read the full story on customer service in Becker’s Hospital Review.
Cleveland Clinic’s Chief Experience Officer: Healthcare Should Deliver Great Customer Service
Healthcare providers need to focus on providing great customer service to patients, according to James Merlino, MD, chief experience officer at Cleveland Clinic and president and founder of the Association for Patient Experience, who wrote an editorial in The Exchange.
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