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

Chapter 7

Physician Involvement Is Vital

Growing up, I always wanted to be a doctor. I had my black doctor’s bag, and I played doctor in the neighborhood. My collection of stuffed animals had so many stitched-up surgical scars that the toys could barely contain their stuffing. I saw the family doctor virtually every month, needing shots for bad allergies, and I was in awe of him, his tools, and his book-filled office! I remember marveling that there was no way I would ever be able to read that many books. There were no physicians in my blue-collar family, and we were conditioned to believe that doctors were all-knowing and deserved nearly unequivocal respect.

Doctors have incredible responsibility. They take care of people at the worst times ...