Foreword by Tia Newcomer, CEO of CaringBridgeWhen Cris Ross and Ed Marx were diagnosed with cancer, they thought they knew what to do next. They were, after all, executives at two of the premiere hospitals in the United States—Mayo Clinic and Cleveland Clinic. But even decades of obsessing about effective delivery of patient care could not have prepared them for the emotional and logistical complexity of navigating the healthcare system. If it is this hard for them...

How to Improve the Patient Experience is a complement to Ed Marx and Cris Ross's book, Diagnosed, which arose from their experiences as patients and as leaders driving change in healthcare. As patients, Ed had a near-fatal heart attack and prostate cancer. Cris was treated twice for stage 3 colorectal cancer. They were executives in two of the best hospitals in America when they became sick. Being in a hospital bed taught them things they never learned being around hospit...

Foreword by Tia Newcomer, CEO of CaringBridgeWhen Cris Ross and Ed Marx were diagnosed with cancer, they thought they knew what to do next. They were, after all, executives at two of the premiere hospitals in the United States—Mayo Clinic and Cleveland Clinic. But even decades of obsessing about effective delivery of patient care could not have prepared them for the emotional and logistical complexity of navigating the healthcare system. If it was this hard for the...