Understanding Patient Experience

Engaging The Patient

We’ve discussed the importance of patient satisfaction – that when people are more satisfied with their care, outcomes and perception of the organization are likely to improve.

However, a recent article in Group Practice Journal, highlighted an important distinction pioneered by Cleveland Clinic – patient satisfaction, while relative, is not synonymous with patient experience. After four years of hosting the Patient Experience: Empathy & Innovation Summit, Cleveland Clinic outlined and implemented a strategy to transform its patient experience for the better.

After seeing measurable success, James Merlino, MD, Chief Experience Officer at Cleveland Clinic and Delos “Toby” Cosgrove, MD, President and Chief Executive Officer shared their “Top 10 List” for improving patient experience with Group Practice Journal. It includes:

  1. Patients First – Light the North Star
  2. Throw gasoline on the burning platform
  3. Make it personal and talk about empathy
  4. Lead, be visible and make it a strategic priority

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