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  • October 2010
  • Case
  • HBS Case Collection

The Cleveland Clinic: Improving the Patient Experience (Abridged)

By: Ananth Raman, Anita L. Tucker and Rachel Gordon
  • Format:Print
  • | Pages:6
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Abstract

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

Citation

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

Ananth Raman

Technology and Operations Management
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More from the Authors
  • Hamptonshire Gas and Convenience By: Ananth Raman, Nathan Craig and Ehsan Valavi
  • Human-Computer Interactions in Demand Forecasting and Labor Scheduling Decisions By: Caleb Kwon, Ananth Raman and Jorge Tamayo
  • The Effect of Employee Lateness and Absenteeism on Store Performance By: Caleb Kwon and Ananth Raman
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