The OPE’s mission is to create an experience that enhances the well-being of our patients, families and employees in a way that elevates Cleveland Clinic's reputation as one of the world's best hospitals.
Below are a few examples of our current initiatives, some of which cross “dimensions” in practice:
Cultural/Staff and Employee Engagement Dimension
Employees who are engaged and fulfilled are better able to deliver excellent clinical care and an exceptional patient experience. Institute Experience Officers (physician and nurse teams designated as leaders within each of our clinical institutes) help define, implement and communicate institute activities that specifically enhance and support both the patient and employee experience.
Clinical Dimension
Dealing with acute or chronic medical conditions can be confusing and overwhelming for patients and families. The OPE is currently piloting a Health Navigator program that helps patients find their way through an often-complex healthcare system. Patient navigators facilitate communication between patients, families and the medical team; answer patient questions; alleviate anxiety about treatments or procedures; suggest healing services; and more. Patient navigators round daily, visiting patients and addressing any issues.
Emotional Dimension
Patients often come to the hospital frightened, anxious, depressed and overwhelmed. Our Healing Solutions program is improving the patient experience by offering wellness services such as touch therapy, massage therapy and Reiki to patients and employees.
Cleveland Clinic’s main campus and all its community hospitals are launching Voice of the Patient Advisory Councils to help us better understand and meet our patients' needs. The councils are designed to empower patients and families to take an active role in improving the patient experience at Cleveland Clinic. Our councils will help us promote patient- and family-centered care and serve as an advisory resource for employees, staff and administration.
Physical Environment Dimension
We recognize that patients need a physical environment that provides comfort and support. With that in mind, we’ve integrated care of the body, mind and spirit into the design of new Cleveland Clinic facilities. From clean architectural spaces and unique works of contemporary art to new spaces for prayer and meditation, Cleveland Clinic is addressing the physical dimension of the patient experience.
In fall 2008, for example, Cleveland Clinic opened the Sydell and Arnold Miller Family Pavilion and the Glickman Tower. These buildings were designed with the patient experience in mind.
Community Hospitals
South Pointe and Marymount hospitals have launched a Patients First program to better focus on patient-centered care. In an effort to promote the healing of the mind, body and spirit, the program seeks to improve the physical environment; involve family and others who are close to our patients in their care; give patients information about their care in ways that are easily understandable; involve art, music, aromatherapy and massage into patient care; and more.
Looking for more information? Please contact us at 216.445.5230 or patientexperience@ccf.org.
