The Cleveland Clinic: Improving the Patient Experience

Posted: 1 Mar 2012

See all articles by Ananth Raman

Ananth Raman

Harvard University - Technology & Operations Management Unit

Anita Tucker

Harvard University - Business School (HBS)

Date Written: September 12, 2011

Abstract

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, "How much is it going to cost?" What would happen, though, if healthcare also considered the question of "How does the patient feel?" This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.

Suggested Citation

Raman, Ananth and Tucker, Anita, The Cleveland Clinic: Improving the Patient Experience (September 12, 2011). Harvard Business School Technology & Operations Mgt. Unit Case No. 612-031. Available at SSRN: https://ssrn.com/abstract=2014193

Ananth Raman (Contact Author)

Harvard University - Technology & Operations Management Unit ( email )

Boston, MA 02163
United States
617-495-6937 (Phone)
617-496-4059 (Fax)

Anita Tucker

Harvard University - Business School (HBS) ( email )

Soldiers Field Road
Morgan 270C
Boston, MA 02163
United States

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