Cleveland Clinic’s path to a better patient experience began with a focus on empathy
A positive patient experience starts with a little empathy.
At least, that’s what Cleveland Clinic found when it began to focus on patient satisfaction in earnest several years ago after former CEO Toby Cosgrove, M.D., was asked at a forum how the system teaches empathy.
Cosgrove wasn’t sure how to answer the question—and that spurred a cultural shift, said Jerry Fiala, the health system’s sales and marketing director. “That culture change impacted all 50,000 caregivers at Cleveland Clinic,” Fiala said.
Fiala said Cleveland Clinic’s patient experience improvement efforts included hiring the health system’s first chief experience officer and sitting its staff members—both clinical and nonclinical—down for a half-day session on how to better connect and empathize with patients.
Read more: Fierce Healthcare