The Office of Patient Experience has been hosting an annual, national Patient Experience Summit since 2010. This multidisciplinary conference is devoted to exploring patient experience as a key differentiator essential to the future of healthcare delivery. The Summit provides participants from all disciplines the opportunity to identify shared challenges and inspire innovative solutions that will transform the patient experience and elevate customer satisfaction as a competitive differentiator.

• Read more about this year's Summit

Best practices are used in healthcare to deliver quality care that promotes optimal outcomes. The Office of Patient Experience has been identifying best practices throughout the enterprise to streamline patient experience initiatives, and a Best Practices Department was created in 2010.

The Best Practices Department has a Director and Patient Experience Specialists who serve as experts in each HCAHPS domain. They monitor national and local HCAHPS trends to identify how the top performing hospitals identify and maintain success. They consult with Cleveland Clinic institutes and community hospitals to identify, implement and promote best practices. They may also perform unit observations to sustain best practices. Identified best practices are promoted and shared so that other areas of Cleveland Clinic may replicate.

Examples of best practices recently implemented at Cleveland Clinic include:

• HUSH (Help Us Support Healing) protocol provides a consistent, comprehensive approach to reduce nighttime noise and ensure a quiet, healing environment between 9 pm and 7 am. An interdisciplinary improvement team developed standard guidelines, identified specific interventions and created a toolkit for implementation. The goal of the HUSH initiative is to improve Quiet at Night HCAHPS scores throughout the Cleveland Clinic health system.
• Purposeful Hourly Rounding is an evidence-based, proactive tactic used by nursing care teams to improve staff responsiveness. The steps of purposeful hourly rounding include:
• Introduction (tell the patient your name and your role); explain the purpose of rounding (for first visit)
• Assess the “Four Ps” — Pain, Position, Potty (toileting needs) and Possessions/Personal items
• Nurses are also encouraged to ask the patient, “Is there anything else I can do for you?” and explain that a nursing staff member will return within the hour.

The Office of Patient Experience supports several Human Resources initiatives to integrate an exceptional employee experience with a world class patient experience.

Research conducted by the Gallup organization has shown a strong correlation between overall employee engagement and patient satisfaction.

In the name of empathy, patient satisfaction and employee engagement, “Cleveland Clinic Experience” was introduced in 2010 to continue building a strong base of engaged and committed caregivers who are dedicated to fulfilling Cleveland Clinic’s mission of putting Patients First.

“Cleveland Clinic Experience” is an enterprise-wide initiative developed to enhance and transform the culture at Cleveland Clinic by integrating exceptional employee and patient experiences.

This formula was used to identify the initiative: Exceptional Employee Experience + World Class Patient Experience = Cleveland Clinic Experience

The objectives of Cleveland Clinic Experience are to provide an opportunity for all caregivers to align themselves with Cleveland Clinic’s mission, values, expected service behaviors, Respond with H.E.A.R.T.® service recovery model and serving leadership principles in order to put Patients First and deliver World Class Care.

Learn more about Cleveland Clinic Experience

Exceptional Healing Partners is a peer recognition program that honors employees who embrace each patient as a whole person – mind, body and spirit; consistently anticipate and exceed patient and family expectations; and embody the principles of compassion, collaboration, ownership and respect. Every fall, 12 employees are selected, based on nominations from their peers and patients.

Twelve of our physicians and employees have been recognized as “Exceptional Healing Partners,” including:

• Erwin Suarez, Surgical Support Services
• Sadie Buchanan, Environmental Services
• Alan Lichtin, MD, Taussig Cancer Institute
• Kevin Peterca, Concern EAP (Employee Assistance Program)
• Carol Santalucia, Office of Patient Experience
• Chinal Holmes, STNA, Marymount Hospital
• Renee Wheaton, Patient Advocate, Marymount Hospital
• Sheila Kelly, RN, Huron Hospital Cancer Center
• Sarah Spagnuolo, MD, Anesthesiology Institute
• Jacqueline Wolslager, Speech Language Therapy, Children's Hospital for Rehabilitation
• Amneh Monsoor, PN, Sheikh Khalifa Medical City, Abu Dhabi
• Sun Ping, Nursing Assistant, Sheikh Khalifa Medical City, Abu Dhabi

Our mission is to enhance your experience through a comprehensive, holistic approach to your care.

What are Healing Services?

Healing Services are holistic care experiences that support your well-being and naturally help you relax and heal during your hospital stay. Healing Services include light massage and reflexology (with a physician’s order), Reiki, Healing Touch™, Code Lavender, spiritual support, aromatherapy for personal use, guided imagery, instruction on relaxation exercises and more. (See following descriptions).

Healing Services are offered to patients, families and employees, free of charge, at Cleveland Clinic main campus. Select Healing Services are also offered throughout the Cleveland Clinic community hospitals, including:

Who Provides Healing Services?

Healing Services are provided by the Healing Services Team, which includes holistic nurses, Spiritual Care chaplains, licensed massage therapists, Reiki and Healing Touch™ practitioners, and supervised volunteers. The Healing Services Team is a partnership between the Office of Patient Experience and the Spiritual Care Department.

The Healing Services Team works with medical staff to provide customized care to meet each person’s physical, mental and spiritual needs.

Healing Services Include:

Massage Therapy: Massage therapy is used to support the patient’s medical condition and aid recovery. Light, 10-minute massages (free of charge) are offered with a physician’s order for patients during their hospital stay. Chair massage is offered to families and visitors at scheduled times in the Rooftop Terrace of the Miller Family Pavilion and in the G100 Relaxation Suite.

Reflexology: Reflexology is the application of light pressure on specific points of the hands and feet that provide a healing effect on corresponding organs, glands, and other parts of the body. Most sessions have a relaxing, calming effect and provide physical relief.

A physician’s order is required before patients can receive massage therapy or reflexology. Please tell your health care team if you would like to receive these therapies so your doctor can sign an order.

Reiki and Healing Touch™: Reiki and Healing Touch™ are safe, gentle, non-invasive forms of natural hands-on, energy-based healing. These therapies work with your body’s natural energy to support healing. Reiki and Healing Touch™ help balance your physical, mental, emotional and spiritual well-being to promote a deep sense of relaxation.

Reiki and Healing Touch™ are provided by specially trained practitioners who are part of the Healing Services Team and are supervised by a registered nurse.

During a Reiki or Healing Touch™ session, the practitioner places her hands on or hovering over your body. You may experience the energy as sensations such as heat, tingling, or pulsing, or you may feel these sensations move through your body to other locations. Some people enter a deeply relaxed state, and others may not notice any change at all.

Note: No disrobing is necessary to receive Reiki or Healing Touch™.

• Reiki: Hands-On Healing
• Inpatient Touch Therapies

Spiritual Support: piritual support is initiated by Healing Services Coordinators at the bedside during Healing Services visits. Referrals are made to the Spiritual Care Department for chaplain visits as needed to minister to patients’ spiritual and religious needs. To schedule a chaplain visit, call 216.444.2518, or ask your nursing team to place a referral in Epic.

The Interfaith Chapel and the Muslim Prayer Room are open at all times to people of all faiths for prayer and meditation. Scheduled services are offered during the week and can be watched on your inpatient TV on the Spiritual Care Channel 45.

Prayer requests may be written in a book located at the back of the chapel, or call ext. 42518 to make a prayer request that will be acknowledged during worship services.

You can call the Prayer Line at ext. 57200 to listen to a recorded Christian prayer (1), a Jewish prayer (2), or a Muslim prayer (3).

Personal Aromatherapy: Aromatherapy is a practice that uses aromatic essential oils from plants to promote relaxation, energize and reduce nausea and pain. Patients can choose mint, lavender and citrus essential oil based lotion for personal use.

Guided Imagery: Guided imagery is a gentle technique that directs the imagination and all five senses to promote relaxation and reduce anxiety and pain. Healing Services offers individualized guided imagery sessions at the bedside.

Guided imagery programs are available on your inpatient TV on the Relaxation Channel 36. Look in your TV guide for information about requesting the programs at any time.

Instruction on Relaxation Exercises: Healing Services can provide instruction on a variety of calming and empowering mind-body exercises, which have been proven to decrease anxiety and pain, enhance sleep, and aid healing.

How to Request Inpatient Healing Services at Cleveland Clinic Main Campus

Healing Services can be requested by the patient, family and any member of the clinical team. These services are offered at no charge. Patients and families can call 216.445.9543.*

Any Cleveland Clinic staff member can order Healing Services via the electronic medical record.

*Healing Services are available regularly but not daily. We will make every effort to meet your request and we look forward to serving you.

Healing Services for Families, Visitors and Employees

Healing Services are offered at scheduled times in the Rooftop Terrace of the Miller Family Pavilion and in the G100 Relaxation Suite at Cleveland Clinic main campus.

Outpatient Integrative Medicine

Outpatient practices and techniques are offered through the Center for Integrative Medicine. Fee-based outpatient therapies are available before and after your hospital stay. Integrative Medicine therapies are also offered to family members and visitors at any time to help decrease stress. For more information visit clevelandclinic.org/integrativemedicine or to schedule an appointment, call 216.986.HEAL [4325].

Code Lavender is a personalized, rapid response holistic care service provided by the Healing Services and Spiritual Care teams.

• Provides emotional and spiritual support as well as grief counseling when a health care team, employee team, patient or family would benefit from additional well-being support within 30 minutes.
• Wide range of holistic care services are available to create a personalized experience.

Supportive services are offered for 72 hours after the Code Lavender is called.

Code Lavender Team: Main Campus

The Code Lavender Team strives to provide customized care to meet each person’s physical, emotional and spiritual needs. The Code Lavender Team at main campus includes members from Healing Services and the Spiritual Care Department. This inter-disciplinary team includes nurses, nurse massage therapists and social workers as well as certified Pastoral Care chaplains. All team members can provide individualized emotional support and general spiritual support.

The CONCERN® Employee Assistance Program (EAP) team is also part of Code Lavender for employees.

Code Lavender Teams: Community Hospitals

• A Code Lavender Team was formed at Fairview Hospital in 2010.
• Lutheran Hospital rolled out its Code Lavender team in January 2011.
• Medina Hospital has a Healing Services Coordinator/Chaplain who can provide Code Lavender services upon request.

The Office of Patient Experience recognizes the impact of health literacy and serves as a resource by providing information and education. Health literacy includes both written and verbal health instructions and is defined as “the capacity to obtain, process and understand basic health information and services needed to make appropriate health decisions.”

Health literacy is not dependent on a patient’s education level. In fact, nearly nine out of 10 adults have difficulty using everyday health information.

Health literacy is a key component of patient safety and patient satisfaction. Adults with limited health literacy have a higher risk for hospitalization and readmission, have an average two-day longer length of stay, have a higher risk of medication/medical errors, and are less likely to be compliant with their plan of care. It is our responsibility as caregivers to communicate in plain language and to eliminate barriers to clear understanding.

At Cleveland Clinic, our ultimate goal is perfect service. Occasionally, however, we may fail to meet our patients’ expectations. We recommend that patients first attempt to resolve a problem or concern with the department in which the problem occurred. If you don’t reach a resolution with the person providing your care, we encourage you to contact the department manager or supervisor. If these attempts are unsatisfactory, contact the Ombudsman’s Office and an Ombudsman will be assigned to investigate your complaint.

The Ombudsman Office is the liaison between Cleveland Clinic and the patient in resolving problems that may arise during the course of treatment. The Cleveland Clinic’s Ombudsman Office was created in 1975 to provide patients with direct access to administration and to serve as a centralized complaint center.

An Ombudsman has the authority to investigate complaints independent of the departments involved. The Ombudsmen report to the highest level of the Cleveland Clinic leadership: the Executive Administration.

Ninety-seven percent of dissatisfied patients do not register their complaints because they do not know how or because they don’t think it will do any good. However, if you call us:

1. You give us an opportunity to solve your problem, and in solving your problem, we also learn to provide better service.
2. The information you provide is communicated to top administration and is used to provide data for the annual review of physicians and departments and to propose changes.

The Ombudsman Office can help:

• If you have a problem with medical service.
• If you have concerns about the quality of your care.
• If you have a problem with any of our employees.
• If we did not provide satisfactory service during an outpatient visit or hospital stay.

If service does not meet your expectations at Cleveland Clinic, please: Call us at 216.444.2544 or 800.223.2273 ext. 42544 between 8 a.m. – 5 p.m., Monday – Friday, or you can leave a message any time. You can also use the Contact Us form or e-mail us at ombudsman@ccf.org.

Cleveland Clinic collects and analyzes patient feedback from several sources to provide greater insight about how our patients perceive their experience. We maintain a Patient Experience Dashboard for hospital leaders to monitor real-time survey results and feedback trends specific to their areas, and to help prioritize improvement initiatives.

Our inpatient data analysis efforts are driven by the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey. HCAHPS, a national program established by the Centers for Medicare & Medicaid Services, is intended to increase transparency and to aid consumers in their health provider and hospital decisions.

Hospital survey results are publicly reported on www.hospitalcompare.hhs.gov and updated each quarter. The reported scores lag real time by 9 to 18 months, and the most recent results reflect the success of several initiatives implemented to improve the patient experience at Cleveland Clinic.

Proactive, innovative programs are provided by the Service Excellence and Patient Advocacy Team in the Office of Patient Experience to positively impact the Cleveland Clinic culture and support our caregivers in their efforts to provide outstanding service to our patients, families and to each other. We provide customized training and coaching, as well as support for a variety of programs and services.

Communicate with H.E.A.R.T.

Cleveland Clinic’s service training programs, including S.T.A.R.T. with Heart and Respond with H.E.A.R.T.®, make up Cleveland Clinic’s Communicate with H.E.A.R.T. model.

S.T.A.R.T. with Heart

The S.T.A.R.T. with Heart program is Cleveland Clinic’s new customer service training program. This program provides practical skills and tools for employees to use as standards of behavior for all patient, family and caregiver interactions. The S.T.A.R.T. with Heart program is being offered in conjunction with the Respond with H.E.A.R.T.® service recovery program. Critical components of this program.

Respond with H.E.A.R.T.®

An innovative service recovery program, Respond with H.E.A.R.T.® helps employees address patient and family concerns and questions at the point of service. This effective approach empowers individuals to consistently and promptly respond in an empathetic way, while maintaining professionalism, composure and confidence in all interactions. Critical components of this program.

Cleveland Clinic has more than 15 Voice of the Patient Advisory Councils (VPACs) that meet regularly to discuss and impact a variety of issues and challenges affecting patients and family members. VPACs include employees and patients and are a great resource to hear directly from the people we serve.

This advisory resource empowers patients and families to take an active role in improving the patient experience at Cleveland Clinic and provides real-time feedback and creative solutions to specific challenges.

Our VPACs have reviewed several hospital policies, including patient visitation and discharge information, helped define the expected service behaviors of all employees, renovated family areas, and developed educational materials for different nursing units.

A multidisciplinary Advisory Council oversees the activities of all VPACs.

For more information, contact the Service Excellence Department in the Office of Patient Experience at 216.444.7500 or 800.223.2273 ext. 47500.