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

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Chapter 8

Want to Know What Patients Think? Ask!

In December 2010, I received a letter from the husband of a deceased patient who said the Clinic had failed his wife. Enclosed was a photograph of the couple at their daughter’s wedding. My heart sank. Looking at the beautiful picture, I immediately feared that we had missed something, that there had been a terrible medical error causing a treatment failure that led to her death. His wife had been diagnosed with breast cancer; she was successfully treated and cured. Several years later she had a recurrence, which was treated and controlled. She subsequently developed a final recurrence, and despite aggressive treatment, the disease won the war. She began palliative treatment and was sent home on ...

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