Case | HBS Case Collection | October 2010

The Cleveland Clinic: Improving the Patient Experience (Abridged)

by Ananth Raman, Anita L. Tucker and Rachel Gordon


Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen though if healthcare also considered question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.

Keywords: Customer Satisfaction; Ethics; Health Care and Treatment; Six Sigma; Performance Improvement; Safety; Value Creation;


Raman, Ananth, Anita L. Tucker, and Rachel Gordon. "The Cleveland Clinic: Improving the Patient Experience (Abridged)." Harvard Business School Case 611-015, October 2010.