"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.
Formalizing our commitment to this important work, Cleveland Clinic was the first major academic medical center to make patient experience a strategic goal, the first to appoint a Chief Experience Officer, and one of the first academic medical centers to establish an Office of Patient Experience. Led by Adrienne Boissy, MD, the Office of Patient Experience’s mission is to ensure consistently patient-centered care by partnering with caregivers to exceed the expectations of patients and families. 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.
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 has dedicated staff who serve as experts in each domain of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. 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 also perform unit observations to sustain best practices, which are promoted and shared so that other areas of Cleveland Clinic may replicate.
The Office of Patient Experience is directed by Chief Experience Officer Adrienne Boissy, MD.
The Office of Patient Experience team serves as an advisory resource, providing patient experience expertise for critical initiatives throughout the organization to ensure the consistent delivery of patient-centered care. The office also collaborates with many areas within the organization to develop and implement best practices aimed at improving the patient experience.
2015 Patient Experience Summit opens registration, seeks abstract and speaker proposals
Taking place on May 17-20, 2015, at the Cleveland Convention Center in downtown Cleveland, Ohio, the sixth annual Patient Experience: Empathy + Innovation Summit is a four-day, inter-professional conference devoted to exploring patient experience as a key differentiator essential to healthcare delivery. The world's largest independent conference dedicated to improving the global patient experience, the Patient Experience: Empathy + Innovation Summit features expert speakers, panel discussions and workshops about the global, patient experience movement, providing participants from all disciplines the opportunity to identify shared challenges, engage in discussion and inspire innovative solutions.
The Summit is also seeking submissions for speakers and abstracts. The deadline for applying is January 31, 2015.
Registration is now open and space is limited. To register, submit abstract and speaker applications, and for more information about the Summit, visit empathyandinnovation.com.
Adrienne Boissy, MD, named new 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.”
“Dr. Boissy has been active in the Office of Patient Experience since its inception, and I am confident her expertise and experience will continue to grow Cleveland Clinic as a leader in this area,” said Joseph Hahn, MD, Cleveland Clinic Chief of Staff. “Delivering high quality healthcare requires not only skilled medical expertise, but an environment that promotes compassion, empathy and a positive experience.”
Over the past few years, Dr. Boissy increasingly focused on ethical issues related to neurological disease. She served on the Cleveland Clinic Ethics Committee and is the Assistant Clinical Director in the Center for Neuroethics.
2014 Patient Experience: Empathy + Innovation Summit Recap
Thank you to the more than 2,100 people who 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 entire world.
The Importance of Creating Exceptional Customer Service
Dr. James Merlino: "A healthcare system is actually the ultimate service delivery organization; never is the service and relationship between an organization and customer more important, given the anxiety, confusion and fear often associated with being a patient."
Why Customer Service Matters in Healthcare
According to Chief Experience Officer James Merlino, MD, patients are often made to feel that, because healthcare is a necessity rather than a luxury; they aren’t entitled to a superior patient experience, and why this is a big mistake.
At Cleveland Clinic, Patient Experience is Not Just About Patient Satisfaction
"The way we all get better is by sharing information," said Dr. James Merlino, Chief Experience Officer. "We like to share what we’re doing, and we encourage others to share with the group so that we can all improve."
Dr. Adrienne Boissy, director of the Center for Excellence in Healthcare Communication at Cleveland Clinic, talks about how improving the ways doctors communicate with their patients can lead to better care—and lower costs.
AFPE announces creation of the Journal of Patient Experience
At the May Patient Experience: Empathy + Innovation Summit, Dr. James Merlino, Chief Experience Officer and current president of the Association for Patient Experience (AFPE), announced the formation of the Journal of Patient Experience®.
In support of AFPE’s vision to be the recognized leader in education and information supporting the patient experience, the journal will reflect AFPE’s commitment to connecting caregivers and thought leaders to facilitate collaboration in providing patient-centric healthcare globally.
The journal will feature multi-disciplinary, multi-method research and best practices on a wide range of topics, including quality, patient safety, service excellence, patient engagement, metrics and data management and process improvement. The publication will include program evaluations, case studies, best practices, reports of developments and trends in the field, literature reviews and interviews with industry leaders, innovators, caregivers, patients and their families.
To keep up on the latest news about the Journal of Patient Experience, visit www.patient-experience.org.
Cleveland Clinic recognized for excellence in Patient Experience
As the nation continues to modify its approach to healthcare delivery, payments and value, hospitals remain on a quest of significant proportions: delivery of high quality safe care that keeps the patient and their experience at the forefront. The stakes are high. New hospital reimbursement models include the element of patient experience and consumers are becoming more and more invested in their care. This makes elements that have traditionally been the staple of service-oriented businesses—such as noise control and customer service—a key strategy in healthcare.
Healthgrades, a leading online resource for comprehensive information about physicians and hospitals, has chosen Cleveland Clinic as one of the recipients of its 2013 Outstanding Patient Experience Award. Winning organizations represent less than 15% of all hospitals and are chosen for providing outstanding performance in the delivery of positive experiences for patients during their stay.
To be eligible for the Outstanding Patient Experience Award, a hospital must meet the following requirements:
- Clinical Quality Threshold: A hospital must be in the top 80% of hospitals for clinical quality as ranked by Healthgrades using Medicare data
- Minimum Number of HCAHPS Surveys: A hospital must have data for at least 100 HCAHPS surveys to reliably assess performance
Healthgrades groups eligible hospitals into five categories. Hospitals in the top 15% with the highest overall patient experience scores in their respective categories receive the Outstanding Patient Experience Award.
The Office of Patient Experience thanks all caregivers for their continued commitment to providing an excellent patient experience and putting our patients first.
Cleveland Clinic celebrates its volunteers during National Volunteer Week
We are celebrating the valuable contributions of our dedicated volunteers during National Volunteer Week. Located at many Cleveland Clinic facilities, our volunteers provide compassion, understanding and empathy to our patients and visitors in a variety of roles — from assisting visitors at information desks to visiting patients on nursing units to delivering patient mail. An incredible group of people, our volunteers lend their time and enthusiasm to the organization.
As part of National Volunteer Week from April 22-26, 2013 we encourage caregivers, patients and visitors across our facilities to acknowledge and thank our volunteers. If you encounter them in action, please take a moment to thank them for their service and their commitment to this organization. These individuals contribute significantly to Cleveland Clinic goal of improving the patient experience.
Many rewarding volunteer opportunities exist for both Cleveland Clinic caregivers and community members. If you or someone you know may be interested in volunteering, please contact Volunteer Services at 216.445.6986 or visit the Volunteer Services website.
Center for Excellence in Healthcare Communication reaches milestone
Effective clinician-to-patient communication has emerged as a very important issue in healthcare. In the last three years, Cleveland Clinic has emerged as a leader in the field of patient experience and improving clinician communication.
A major catalyst for improvement is the Center for Excellence in Healthcare Communication (CEHC), an enterprise-wide resource for physicians and advanced clinical care providers around relationship-centered communication. Established in late 2010, the CEHC offers a variety of resources, including a series of courses designed to provide a better understanding of the importance of proper communication, to teach effective communication skills and to provide an opportunity for participants to discuss their own communication challenges.
The first course in the series, Foundations of Healthcare Communication, provides a framework that enables physicians and advanced clinical care providers to become more effective in communicating with patients, more efficient, and improve patient and physician satisfaction. Last month, the CEHC saw its 600th physician complete the course.
"The feedback has been overwhelmingly positive and powerful,” says Dr. Adrienne Boissy, CEHC Medical Director. “We hope that every clinician will complete the series of courses, because we all face similar challenges. The courses let us capitalize on each other’s strengths and learn more about our own blind spots with respect to communication."