Cleveland Clinic Heart Center: a Legacy of Excellence

11 Pages Posted: 21 Oct 2008

See all articles by Alexander Horniman

Alexander Horniman

University of Virginia - Darden School of Business

Kent Locklear

affiliation not provided to SSRN

Abstract

This case is about the history, achievements, and problems of a uniquely run medical institution. It has become an award-winning, world-class institution through emphasis on and nurturing of talented, hard-working, and salaried doctors; a culture of excellence and innovation; and teamwork. In recent years, as competition for patients grew, funding and reimbursement diminished, and patients demanded better service, the center has had to find ways to provide better patient service in order to maintain its competitive edge.

Excerpt

UVA-OB-0807

CLEVELAND CLINIC HEART CENTER:

A LEGACY OF EXCELLENCE

A patient is the most important person in the institution—in person or by mail.

A patient is not dependent on us—we are dependent on them.

A patient is not an interruption of our work—it is the purpose of it.

. . .

Keywords: excellence, innovation, teamwork, service, quality, customer, service, empowerment

Suggested Citation

Horniman, Alexander and Locklear, Kent, Cleveland Clinic Heart Center: a Legacy of Excellence. Darden Case No. UVA-OB-0807, Available at SSRN: https://ssrn.com/abstract=911123

Alexander Horniman (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/html/direc_detail.aspx?styleid=2&id=4329

Kent Locklear

affiliation not provided to SSRN

No Address Available

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