James Merlino, MD

James Merlino is a colorectal surgeon.

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Latest articles

Physician voices

Patient perceptions of the hospital experience

James Merlino, MD

October 26, 2014Oct 26, 201433

An excerpt from Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way. Patients’ definition of their own experience is quite divergent. We ask patients for feedback, and the results are fascinating. We’ve found that patients often use…

An excerpt from Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way.

Patients’ definition of their own experience is quite divergent. We ask patients for feedback, and the results are fascinating. We’ve found that patients often use the word experience in their comments: “I can’t believe how the experience in this hospital was.” “This place is amazing— everyone is so friendly and caring.” A …

Patient voices

The patient experience needs to be improved: here’s how

James Merlino, MD

November 10, 2010Nov 10, 20102

The patient experience is the right thing to do, and a business necessity. But improving it is not necessarily easy. The fact is, large medical centers are at a real disadvantage when it comes to performing well on HCAHPS. The…

The patient experience is the right thing to do, and a business necessity. But improving it is not necessarily easy.

The fact is, large medical centers are at a real disadvantage when it comes to performing well on HCAHPS. The Centers for Medicare & Medicaid Services (CMS) do not discriminate or differentiate the scores of small community hospitals from those of large academic tertiary care referral centers. They …