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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 their educational, emotional, and spiritual needs. Our team of professionals serves as an advisory resource for critical initiatives across the Cleveland Clinic health system. In addition, we provide 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.

Cleveland Clinic was the first major academic medical center to make patient experience a strategic goal, appoint a Chief Experience Officer, and one of the first to establish an Office of Patient Experience.

About Office of Patient Experience
Learn more about us, our leadership, plus news and news archives.
Programs & Services
Many programs and services are available to enhance the patient experience.
Patient Experience Measurement
View measurements on our Patient Experience for each of our locations.
Patient Experience: Empathy & Innovation Summit
A multidisciplinary conference devoted to exploring patient experience.
Patient Stories
Read personal stories and view artwork from patients about their experience with Cleveland Clinic.
Contact Office of Patient Experience
Contact the Office of Patient Experience.

Resources

Association for Patient Experience

A nonprofit organization established to support patients and their families.

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

Cleveland Clinic’s foundational communication model for delivering a culture of service excellence.

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Greeting Card

News More

Adrienne Boissy, MD, appointed as new Cleveland Clinic Chief Experience Officer

Cleveland Clinic has named Adrienne Boissy, MD, Chief Experience Officer. Dr. Boissy will officially begin her new role on January 1, 2015. As the Experience Officer for Cleveland Clinic’s Neurological Institute, Dr. Boissy has led the Neurological Institute Patient Advisory Council and has developed impactful programs aimed at improving the experiences of patients, employees and staff. Dr. Boissy is a nationally recognized leader in physician-patient communication and is the Editor-in-Chief of the “Journal of Patient Experience.”

Our patient experience work earns national awards

Recognizing our ongoing commitment to the patient experience, healthcare consultant Press Ganey honored Cleveland Clinic with two awards during a ceremony on Nov. 5 in Orlando, Fl. Press Ganey represents one of the largest patient experience survey vendors across the country and works with more than 10,000 healthcare organizations worldwide. It has been recognized as a leader in performance improvement for more than 25 years.

Patient Experience: Empathy + Innovation Summit sees record attendance

More than 2,100 people attended the fifth annual Patient Experience: Empathy + Innovation Summit from May 18-21 at the new Cleveland Convention Center in downtown Cleveland, Ohio. Attendees came from 49 states and 39 countries, representing hundreds of hospitals, healthcare systems and businesses around the globe, making this Summit the biggest in our history and the largest independent conference of its type in the world.