Cleveland Clinic Way Book Series

Lessons in Excellence from One of the World's Leading Health Care Organizations

The Cleveland Clinic Way

Lessons in Excellence from One of the World’s Leading Healthcare Organizations

By: Toby Cosgrove, MD

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Communication the Cleveland Clinic Way

Communication the Cleveland Clinic Way

How to Drive a Relationship-Centered Strategy for Superior Patient Experience

Edited By: Adrienne Boissy, MD, MA and Timothy Gilligan, MD, MS

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Innovation the Cleveland Clinic Way

Powering Transformation by Putting Ideas to Work

By: Thomas J. Graham, MD

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Service Fanatics

How to Build Superior Patient Experience the Cleveland Clinic Way

By: James Merlino, MD

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The Cleveland Clinic Way

Summary

There’s a revolution going on right now. On the frontiers of medicine, some doctors have developed an approach for treating people that is more effective, more humane, and more affordable. It’s an approach to healthcare that has captured the attention of the media and business elite—and the President of the United States. It’s all happening at Cleveland Clinic, one of the most innovative, forward-looking medical institutions in the nation.

In this groundbreaking book, the man who leads this global organization, Toby Cosgrove, MD, reveals how the Clinic works so well and argues persuasively for why it should be the model for the nation. He details how Cleveland Clinic focuses on the eight key trends that are shaping the future of medicine.

Readers Will Learn

  • Why group practices provide not only better—but cheaper—care
  • Why collaborative medicine is more effective
  • How big data can be harnessed to improve the quality of care and lower costs
  • How cooperative practices can be the wellspring of innovation
  • Why empathy is crucial to better patient outcomes
  • Why wellness of both mind and body depends on healthcare not sickcare
  • How care is best provided in different settings for greater comfort and value
  • How tailor-made care treats a person instead of a disease

Communication the Cleveland Clinic Way

Summary

How to Drive a Relationship-Centered Strategy for Superior Patient Experience.

Great communication boosts compliance, builds practices and prevents career burnout. You may think your patients know how much you care, but patient surveys tell another story. Communication the Cleveland Clinic Way reveals the surprising truths science has learned about physician communication, and shares the remarkable methodology Cleveland Clinic developed to revolutionize physician communication across its organization. Inspiring and insightful, Communication the Cleveland Clinic Way is your step-by-step guide to improving communication in your practice or organization.

This Strategic Guide Covers

  • The communication behaviors that boost satisfaction and compliance.
  • How to communicate empathy – from a surgeon’s point of view.
  • How to get experienced clinicians to take a fresh look at patient communication.
  • How to implement the powerful Relationship: Establishment, Development, and Engagement (R.E.D.E.) program.
  • The calamitous consequences of inadequate communication and how to avoid them.

Innovation the Cleveland Clinic Way

Summary

Innovation is making business stronger, healthcare better and individuals more productive. Top companies know the secrets of innovation — and now those secrets can be yours. This new book, by Cleveland Clinic Chief Innovation Officer Thomas Graham, MD, reveals the successful strategy that has catapulted Cleveland Clinic to the top rank of American hospitals.

You'll Discover

  • The secrets of successful commercialization
  • The most common innovation pitfalls and how to beat them
  • Cleveland Clinic’s “Six-Degrees of Innovation”
  • How to align mission and innovation for a double win
  • How to identify your organization’s innovation assets and put them to work

Service Fanatics

Summary

Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was a time when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.

This Strategic Guide Covers

  • How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it
  • Critical lessons learned regarding organization, recruitment, training, and measuring service excellence
  • Ways in which the Clinic aligned its entire workforce around its Patients First strategy
  • How leaders improved the critical element of physician communication