What is Patient Experience?

Patients are the purpose of our work, and Cleveland Clinic has embarked on an ambitious plan to examine and improve every facet of the patient experience. This effort encompasses every point of contact between patient and provider, from parking to prescription pick up.

“Patients First” has been the guiding principle of Cleveland Clinic. But putting patients first is more than just delivering high-tech clinical care. The patient experience encompasses many dimensions of care. There is the physical environment: Are the rooms clean? Is the food satisfactory? Can I find my way around? There’s the emotional and spiritual dimension: Does anyone care that I’m nervous about surgery? And there’s the cultural dimension, in which everyone at every level of Cleveland Clinic feels ownership of, and responsibility for, patient satisfaction. In every dimension, the focus is the patient.

M. Bridget Duffy, MD, Chief Experience Officer at Cleveland Clinic, is leading this important effort. “Our goal is to create a patient experience that sets a high standard; one that distinguishes us from other healthcare providers,” she says. “At the end of the day, we will be judged by the experience patients have. It’s up to us to offer an experience that makes them glad they chose Cleveland Clinic.”

Looking for more information? Please contact us at 216.445.5230 or patientexperience@ccf.org.