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  • May 2013
  • Article
  • Harvard Business Review

Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys

By: James Merlino and Ananth Raman
  • Format:Print
  • | Pages:9
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Abstract

The Cleveland Clinic has long had a reputation for medical excellence. But in 2009 the CEO acknowledged that patients did not think much of their experience there, and he decided to act. Since then the Clinic has leaped to the top tier of patient-satisfaction surveys, and it now draws hospital executives from around the world who want to study its practices. The Clinic's journey also holds lessons for organizations outside health care that must suddenly compete by creating a superior customer experience. The authors, one of whom was critical to steering the hospital's transformation, detail the processes that allowed the Clinic to excel at patient satisfaction without jeopardizing its traditional strengths.

Keywords

Health Care and Treatment; Customer Satisfaction; Health Industry; Cleveland

Citation

Merlino, James, and Ananth Raman. "Health Care's Service Fanatics: How the Cleveland Clinic Leaped to the Top of the Patient-satisfaction Surveys." Harvard Business Review 91, no. 5 (May 2013): 108–116.
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About The Author

Ananth Raman

Technology and Operations Management
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  • Operational Disruptions, Firm Risk, and Control Systems By: William Schmidt and Ananth Raman
  • Multiple Team Membership, Turnover, and On-Time Delivery: Evidence from Construction Services By: Hise O. Gibson, Bradely R. Staats and Ananth Raman
  • Nissan's Response to the COVID-19 Pandemic By: Ananth Raman, William Schmidt and Ann Winslow
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