Summary Of Service Fanatics

Service Fanatics is a very informative book by Dr. James Merlino. Published by McGraw-Hill Education in 2014, the book itself is 260 pages and printed in the United States of America. The Service Fanatics, How to Build Superior Patient Experience the Cleveland Clinic Way is a very fascinating and insightful book that everyone who is interested in implementing the new policy and in administrative should read. This book is straightforward to read; the author didn’t divide the book into the section, however, he stared with the talking about how the Cleveland clinic foundation, physician-patient relation, and quality of healthcare. The primary purpose of the book is how to improve healthcare in term of delivering safe and quality care

Dr. Merlino did his fellowship at Cleveland Clinic in a colorectal unit. He was so happy because he felt he was accepted to one of the best colorectal program fellows in the world, if not the best. However, during his fellowship, he realized that he was wrong about the hospital especially how patients are treated and senior physicians treat fellow and residents. He personal experienced bully from chief resident and other doctors. Halfway through his fellow, his dad got sick, and his dad doesn’t want to come to Cleveland Clinic for his treatment. He prefers another hospital, but Dr. Merlino insisted his dad be treated at Cleveland Clinic, his dad admitted to the hospital on December 15, and unfortunately died on December 22. Even though Dr. Merlino thought his dad died wasn’t anybody fault, but somehow he thought the cause was inadequate patient care, which he called “poorly patient experience.” He found out that his dad wanted to go

Dr. Merlino asked himself how he would change this organization where many physicians and nurses have more experience than him. When many of these doctors were his mentors during his fellowship, so he realized that how it will be challenging him to confront his mentors by leading them. Before he started implementing his idea how to make patient first. He started reading and consulting many CEO from different organizations such as from business sector. Based on what he learned from his reading and interviewing different employee from varies place; he decided that one person couldn’t bring change to an institution such big as Cleveland Clinic without inviting every single person who works at this site. Therefore, he started encouraging everyone who there from doctors to housekeeping. He initiated his idea by studying what has to be changed to make this a patient first. He began with survey how the patient feels about his/her stay, did he/she feels that well caring? He decided doctor-patient communication need to be improved how educating doctors to develop their communication skill, increasing their time with patients when they are rounding on the patient they cared. When a patient needed help and called for help nurses, have to answer quickly. When a patient’s treatment plan changes every staff needs to be updated and also patients need to be encouraged to challenge their doctor with any question they may have