Cleveland Clinic’s Office of Patient Experience

It’s an honor to chair Cleveland Clinic’s Office of Patient Experience, the first office of its kind in any major American medical center. At Cleveland Clinic, empathy and innovation go hand in hand. We know the value of advanced technology. We also understand that healthcare is an interaction between two human beings, and that listening is a critical skill. We believe in the healing power of a warm smile, a friendly greeting, and the touch of a truly compassionate caregiver. We believe that every patient deserves world-class care, and that everyone who works at Cleveland Clinic has one job: to help patients heal.

The Office of Patient Experience team is working to make Cleveland Clinic a spiritually, emotionally and physically healing environment. We’re establishing benchmarks, measuring performance and seeking patient input. We’re listening to patients through patient advisory councils based in Institutes, family health centers and Regional Hospitals. We’re measuring overall patient satisfaction using HCAHPS data, and making the results available to all. We’ve created a patient satisfaction dashboard that allows managers to track HCAHPS measures and other data in fine grain for their departments. We’re mapping patient experience, and piloting patient navigator programs.

I would like to thank our CEO and president, Delos M. Cosgrove, MD, and the Cleveland Clinic Board of Trustees for supporting this cultural transformation. Patient-centered care will secure Cleveland Clinic’s national reputation for excellence. It will differentiate us in the healthcare marketplace. Most importantly, it will fulfill us and our families, as staff, employees, patients and members of our community.

Sincerely,

M. Bridget Duffy, MD

Chief Experience Officer