Service Fanatics Quotes

“Healthcare culture is a system of shared values and behaviors that focus caregiver activity on improving the patient experience.”
― James Merlino, Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

“A pattern of shared basic assumptions learned by a group as it solved its problems of external adaptation and internal integration.”7”
― James Merlino, Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way