Case | HBS Case Collection | 2013 (Revised from original 2011 version)
by Ananth Raman and Anita L. Tucker
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 the 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: Health Care and Treatment; Customer Satisfaction; Performance Improvement; Service Delivery; Value Creation; Personal Characteristics; Human Needs;
Citation:
Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, February 2013. (Revised from original September 2011 version.)
Cleveland Clinic: Improving the Patient Experience
Ananth Raman and Anita L. Tucker
View Profile »View Publications »
Background Note | HBS Case Collection | 2013 (Revised from original 2012 version)
Inventory-Based Lending Industry Note
C. Fritz Foley, Ananth Raman and Nathan C. Craig
Keywords: Banks and Banking; Financing and Loans; Banking Industry;
Working Paper | HBS Working Paper Series | 2013
Improving Store Liquidation
Nathan Craig and Ananth Raman
Case | HBS Case Collection | 2013
Dignity Health: A Portfolio of Improvement Projects
Anita L. Tucker and Lydia Ypsse Kim