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Interview with Dr. James Merlino on improving healthcare patient experience

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Uploaded by on Feb 15, 2011

The key to improving patient experience is "the care around the care" -- what the hospital does to make sure that the human needs of patients and their families are met, says Dr James Merlino, Chief Experience Officer at the Cleveland Clinic. Those human needs include everything from making sure their questions are answered to reducing waiting times, Merlino says in an interview with Dan Prince of Catalyst Healthcare Research.

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