Publications
Publications
- April 2024
- HBS Case Collection
Dr. Tom Mihaljevic and Cleveland Clinic
By: Linda A. Hill and Lydia Begag
Abstract
In December 2022, Dr. Tomislav (“Tom”) Mihaljevic, CEO and President of Cleveland Clinic, was reflecting on the last few years at the hospital, marked both by unprecedented challenges and remarkable achievements. Cleveland Clinic had recently been ranked the world’s second-best hospital. Dr. Mihaljevic was especially proud of the special recognition given to Cleveland Clinic’s COVID-19 pandemic response and attributed this to the hospital’s 77,000 “caregivers” (defined as all clinical and nonclinical personnel at the hospital). Despite ongoing challenges, from an anticipated operating loss in 2023 to extreme burnout for caregivers across the hospital enterprise, Dr. Mihaljevic was contemplating ambitious Objective Key Results (OKRs) for 2023, particularly for caregivers.
Dr. Mihaljevic and his executive leadership team grappled with the latest pressing issues in their weekly team meeting. They had missed their caregivers targets two years in a row, but Dr. Mihaljevic still thought it was best to set stretch goals for 2023. As they thought about the need to attract and retain caregivers, they recognized how imperative it was to accelerate their digital journey. The executive team was now considering how to achieve this by leveraging technology and data to improve patient and caregiver experiences. It was not clear what 2023 would bring for the hospital, but Dr. Mihaljevic remained optimistic about the year ahead and delivering on Cleveland Clinic’s four care priorities: patients, caregivers, organization, and community.
Dr. Mihaljevic and his executive leadership team grappled with the latest pressing issues in their weekly team meeting. They had missed their caregivers targets two years in a row, but Dr. Mihaljevic still thought it was best to set stretch goals for 2023. As they thought about the need to attract and retain caregivers, they recognized how imperative it was to accelerate their digital journey. The executive team was now considering how to achieve this by leveraging technology and data to improve patient and caregiver experiences. It was not clear what 2023 would bring for the hospital, but Dr. Mihaljevic remained optimistic about the year ahead and delivering on Cleveland Clinic’s four care priorities: patients, caregivers, organization, and community.
Keywords
Recruitment; Retention; Analytics and Data Science; Digital Transformation; Digital Platforms; Innovation and Management; Innovation Leadership; Human Capital; Leadership Development; Leadership Style; Leading Change; Organizational Culture; Organizational Structure; Organizational Change and Adaptation; Mission and Purpose; Outcome or Result; Performance Evaluation; Health Pandemics; Goals and Objectives; Health Industry; Cleveland; London; Abu Dhabi; Florida; Ohio
Citation
Hill, Linda A., and Lydia Begag. "Dr. Tom Mihaljevic and Cleveland Clinic." Harvard Business School Case 424-031, April 2024.