Case | HBS Case Collection | September 2011 (Revised February 2013)

Cleveland Clinic: Improving the Patient Experience

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;


Raman, Ananth, and Anita L. Tucker. "Cleveland Clinic: Improving the Patient Experience." Harvard Business School Case 612-031, September 2011. (Revised February 2013.)