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National Experts to Speak at Cleveland Clinic's Fourth Annual Patient Experience Summit

Clinicians, Healthcare Executives and Provider Institutions Explore Solutions to Key Patient Experience Issues

April 2, 2013

Cleveland Clinic’s fourth annual Patient Experience Summit: Transforming Healthcare through Empathy and Innovation, May 19-21, 2013, will bring together leaders from healthcare, academia and business to address the importance of delivering exceptional clinical outcomes and compassionate, patient-centered care in the most efficient and effective manner possible.

Enhancing the patient experience has been a long-term vision of Cleveland Clinic CEO and President Toby Cosgrove, MD. Cleveland Clinic was one of the first major academic medical centers in the country to establish an Office of Patient Experience and appoint a Chief Experience Officer, as well as the first major academic medical center to host a summit focused solely on patient experience.

“Delivering high quality healthcare requires not only skilled medical expertise, but an environment that promotes healing,” Dr. Cosgrove said. “We strongly believe every dimension of patient care should be measured in order to have the greatest impact. Offering compassion, showing empathy and providing patients with the responsiveness they deserve can improve outcomes and speed recovery.”

The Patient Experience Summit will gather global thought leaders from various disciplines in healthcare, academia and business to solve shared challenges and inspire solutions that will transform the patient experience and elevate customer service. More than 850 people from 34 states and 28 countries attended Cleveland Clinic’s Patient Experience Summit in 2012, the largest summit of its kind.

The 2013 Patient Experience Summit, sponsored by Johnson & Johnson Health Care Systems Inc., will take place at the InterContinental Hotel & Bank of America Conference Center in Cleveland. The goal of the summit is to engage in a global discussion of patient experience, what it means to the future of healthcare, and how to ensure that patients and families receive the best clinical, emotional and physical experience possible.

Once again, the Patient Experience Summit will offer optional specialty tracks on nursing and digital and social media. Occurring simultaneously on Sunday, May 19, the summit will offer specialized content on the role of digital and social media in modern medicine, as well as sessions on the unique and complex relationship of caregivers and patients.

“These specialty tracks for digital media professionals and nurses will offer in-depth discussion around the roles of digital media and nursing as part of the dynamic exploration of healthcare, communication and compassion,” said James Merlino, MD, Chief Experience Officer at Cleveland Clinic.

Featured presenters and topics to be covered include:

  • Marc Boom, MD, Chief Executive Officer, The Methodist Hospital System, will give the CEO Hospital Keynote address.
  • Susan Dentzler, Editor-in-Chief of Health Affairs, will deliver a keynote presentation on patient engagement.
  • Suzanne Gordon, journalist and author, will offer a keynote presentation on “Team Intelligence: The Pathways to Exemplary Interprofessional Practice and will moderate the hospital CEO panel discussion.
  • Mary Anne Hillard, Esq., BSN, CPHRM, Chief Risk Counsel, VP Safety and Patient Experience at Children’s National Medical Center, will moderate a session on improving the patient experience in pediatric hospitals.
  • Ananth Raman, Ph D, Professor of Business Logistics at Harvard Business School, will give an outsider’s perspective on the Cleveland Clinic Patient Experience journey.
  • Michael Yang, CNS, President, Central Nervous System, Janssen Pharmaceuticals, Inc., will give a keynote presentation on “Beyond ‘Magic Bullets’: Enhancing the Patient Experience through New Models and Approaches.”

Participants will have an opportunity to attend an optional, half-day session on May 22 focused on foundations of healthcare communication for international attendees.

The registration fee for the full conference is $850. The daily fee, which includes the May 19 specialty tracks for healthcare digital media experts and the special agenda for nurses, is $450. To register – or for more information – please visit

About Cleveland Clinic

Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Located in Cleveland, Ohio, it was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. Cleveland Clinic has pioneered many medical breakthroughs, including coronary artery bypass surgery and the first face transplant in the United States. U.S.News & World Report consistently names Cleveland Clinic as one of the nation’s best hospitals in its annual “America’s Best Hospitals” survey. More than 3,000 full-time salaried physicians and researchers and 11,000 nurses represent 120 medical specialties and subspecialties. The Cleveland Clinic health system includes a main campus near downtown Cleveland, more than 75 Northern Ohio outpatient locations, including 16 full-service Family Health Centers, Cleveland Clinic Florida, the Lou Ruvo Center for Brain Health in Las Vegas, Cleveland Clinic Canada, and, currently under construction, Cleveland Clinic Abu Dhabi. In 2012, there were 5.1 million outpatient visits throughout the Cleveland Clinic health system and 157,000 hospital admissions. Patients came for treatment from every state and from more than 130 countries. Visit us at Follow us at

Media Contact:

Stephanie A. Jansky, 216.636.5869,