Publications
Publications
- October 2010
- HBS Case Collection
The Cleveland Clinic: Improving the Patient Experience (Abridged)
By: Ananth Raman, Anita L. Tucker and Rachel Gordon
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.
About The Author
