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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino

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Chapter 11

Doctors Need to Communicate Better

Osbourne Bodden lives in the Cayman Islands. For most of his career, he worked in the financial services industry, including two of the top four U.S. accounting firms. He had recently retired and was now running a small business that he had inherited from his mother. The night before I opened the fourth annual Cayman Islands Healthcare Conference, I was invited to a small dinner with a group of business-people to discuss patient experience. I had the pleasure of sitting next to Mr. Bodden and his wife. He shared with me the story of his mother who had recently passed away. He described her as a “tough old bird,” someone who had opinions and “took care of business.” He explained how she had raised ...

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