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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.


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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News More

National Healthcare Leaders Partner with Cleveland Clinic for Fifth Annual Patient Experience Summit

Cleveland Clinic has partnered with nationally renowned healthcare organizations to host the Patient Experience Summit – the Association of Academic Health Centers (AAHC), the American Medical Group Association (AMGA), the American Hospital Association (AHA), the Society of Hospital Medicine (SHM), the University HealthSystem Consortium (UHC) and the Association for Patient Experience (AfPE) to deliver the largest independent summit of its kind from May 18-21, 2014.

Our patient experience work earns national awards

Recognizing our ongoing commitment to the patient experience, healthcare consultant Press Ganey honored Cleveland Clinic with five awards during a ceremony on Nov. 19 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 seeks speakers and abstracts

For the 2014 Patient Experience: Empathy + Innovation Summit, speakers are being considered for a variety of sessions, including podium presentations, panel participation and workshops. Abstracts are being sought that address a variety of topical areas, healthcare settings, professional disciplines and patient populations. Proposals are being accepted through Jan. 14, 2014.