Patient Service Satisfaction As Total Organizational Commitment

Health Care's Service Fanatics by James I. Merino and Ananth Raman.  The Harvard Business Review.  May 2013.  For the complete article register for free/Purchase a single copy PDF/Subscribe.

(1)  At the Clinic, administration sought to instill the idea that every person in the organization was a _______

(2)  Improving the patient experience became a _______ priority.

(3)  In the Cleveland Clinic experience as presented here superior medical outcomes do not conflict with _______________.

(4)  In 2007, the Clinic abandoned the traditional hospital structure in favor of ______________ which used ____________ teams for conditions affecting  a particular __________ system.

(5) The patient experience at the Cleveland Clinic was defined as:

(6)  In the Cleveland Clinic model the doctor-centric relationship was replaced by a ___________-centric one.

(7)  At the Cleveland Clinic the Office of Patient Experience is responsible for _______________
____________________________________________________________________________.

(8)  The OPE employs _______ people in jobs such as ________________________________________________________________________

(9)  In ratings of their experiences patients often used ________ such as doctors' and nurses'_________________.

(10)  Teambuilding at the Clinic sought to eliminate the divide between ________ and the ________.

(11)  __________ on patients hourly is an established best practice that improves safety, quality, and patient satisfaction.

(12)  Letting patients know _________ before they arrive can alleviate problems.