The Cleveland Clinic: Improving the Patient Experience
Posted: 1 Mar 2012
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: 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
Anita Tucker
Harvard University - Business School (HBS) ( email )
Soldiers Field Road
Morgan 270C
Boston, MA 02163
United States
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