Service Fanatics, How to Build Superior Patient Experience The Cleveland Clinic Way, by James Merlino, MD, McGraw Hill 2015Merlino asks, "Want to know what patients think? Ask!" and he answers that question with a story. In December 2010, not too long ago, the doctor received a letter from the husband of a deceased patient. The husband said Cleveland Clinic had failed his wife, and enclosed a photo of the couple in happier times. And the letter went on to explain their difficult journey.
First diagnosed with breast cancer, the wife was treated and "cured." But the disease re-appeared, was again treated and this time, controlled. Finally, a third recurrence happened, and although she was treated again, this time the disease took over. She was sent home for hospice care, but was readmitted four days later for treatment of simple dehydration.
The husband was heartbroken, but her last wish was to die peacefully at home with her family. Looking back, Merlino admits that she did not need to spend the last three days of her life in the hospital but although she and her husband told everyone that they had to get home, "No one would help them. They talked to doctors, nurses, case managers, social workers." No one could make the arrangements to have her discharged, and no one was coordinating her care. There would be no further medical treatment - she was just "there," waiting, dying. The diagnosis? "We did not fail in her medical treatment, we failed in her treatment as a person."
How many times have you or a loved one entered the healthcare "system" only to experience a major communication breakdown? And was the result that you learned how to be your own walking medical history device? It's a challenge, particularly if a person is alone or disabled.
But happy for us, Merlino tackles this problem and offers solutions. He supports the continuous improvement initiative with solid data gathering and recommendations for changes. In many ways this is a courageous response to a very sad story.
Mill Girl Verdict: A. Read this book BEFORE you go to the hospital!