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PATIENT SATISFACTION: Would you like to be seen today?

“Thank you for calling the Cleveland Clinic.  Would you like to be seen today?”  You BETCHA!  There is a lot in this article about how the Cleveland Clinic has improved the patient experience, but that strategy is the one that blew my socks off.  Giving all patients the option of same-day appointments increased the new patient visit rate by 20 percent.  This is an engaging look at the gamut of changes made since 2009, when the Clinic’s CEO prioritized improving the patient experience.  The effort has paid off in remarkable gains in patient satisfaction.

Source: Merlino, J.I., and Raman, A.  Health care’s service fanatics: how the Cleveland Clinic leaped to the top of patient-satisfaction surveys.  Harvard Business Review;91(5):108-116, May 2013.  Click here for the publisher’s website: http://hbr.org/2013/05/health-cares-service-fanatics/ar/1  Posted by AHA Resource Center (312) 422-2050, rc@aha.org

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