JAMES MERLINO, MD, is the Chief Experience Officer of the Cleveland Clinic Health System and is a practicing colorectal surgeon in the Digestive Disease Institute. He is the founder and current president of the Association for Patient Experience and is a recognized world thought leader in the emerging field of patient experience. In 2013, HealthLeaders magazine named him one of "20 People Who Make Healthcare Better."
"This book helps take it from all the talk-talk-talk, handwringing and buzzword soup we've been hearing among people who know they're supposed to 'do' patient experience and replaces it with what really works." Forbes 20141029