Cleveland Clinic has been a pioneer in the rapidly-growing field of patient experience. We were the first major academic medical center to make patient experience a strategic goal, the first to appoint a Chief Experience Officer, and one of the first academic medical centers to establish an Office of Patient Experience.
“Patients First” is the guiding principle of Cleveland Clinic. We strive to provide outstanding and compassionate care and service, every step along the way.
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Cleveland Clinic, including the patient’s physical comfort, as well as his or her educational, emotional and spiritual needs.
The Office of Patient Experience’s mission is to ensure care that is consistently patient-centered by partnering with caregivers to exceed the expectations of patients and families.
Our team of patient experience professionals serves as a patient experience advisory resource for critical initiatives across the Cleveland Clinic health system. In addition, we provide education about HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems); resources and data analytics; identify, support and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.