National Experts to Speak at Cleveland Clinic Patient Experience Summit

Clinicians, Executives and Policy Makers Explore Solutions to Key Patient Experience Issues


Patient experience is a key differentiator essential to the future of healthcare delivery. As patients become savvier, they judge healthcare providers not only on clinical outcomes, but also on their ability to be compassionate and deliver excellent service.

Cleveland Clinic’s inaugural Patient Experience Summit: Transforming Healthcare through Empathy and Innovation, May 25-26, 2010, will gather global thought leaders in healthcare, academia and business to solve shared challenges and inspire innovative solutions that will transform the patient experience.

Enhancing the patient experience has been a long-term vision of Cleveland Clinic CEO and President Delos M. “Toby” Cosgrove, MD. Cleveland Clinic was one of the first major academic medical centers in the country to establish an Office of Patient Experience.

“Delivering high quality healthcare requires not only skilled medical expertise, but an environment that promotes healing,” Dr. Cosgrove said. “We strongly believe every dimension of patient care should be measured in order to have the greatest impact. Offering compassion, showing empathy and providing patients with the responsiveness they deserve can improve outcomes and speed recovery.”

The 2010 Patient Experience Summit, presented in partnership with General Electric Co., will take place at the InterContinental Hotel & Bank of America Conference Center in Cleveland. The goal of the summit is to engage in a global discussion of patient experience, what it means to the future of healthcare, and how to ensure that patients and families receive the best clinical, emotional and physical experience possible.

Two Cleveland Clinic patients will play important roles at the summit. NPR Weekend Edition Saturday Host Scott Simon, who underwent cervical spine surgery in January, will provide the keynote presentation. Charity Tillman-Dick, a 26-year-old opera singer who received a double-lung transplant in September, will give a vocal performance.

Featured presenters and topics to be covered:

  • Patricia Benner, RN, PhD, Professor Emerita, University of California, San Francisco, will offer her insights on “Empathy as Differentiator.”
  • Marc L. Boom, MD, MBA, FACHE, Executive Vice President of The Methodist Hospital in Texas, will participate in a panel discussion on how to change the employee culture to impact the patient experience.
  • Rick Siegrist, MBA, Chief Executive Officer at Press Ganey will offer a segment analysis on “The Translation of Human Emotion into Hard Data.”
  • Andrew Taylor, Chief Executive Officer at Enterprise Holdings, will offer a keynote address on complete customer satisfaction and will participate in a roundtable discussion on “Service as a Competitive Differentiator.”

About Cleveland Clinic

Cleveland Clinic, located in Cleveland, Ohio, is a not-for-profit multispecialty academic medical center that integrates clinical and hospital care with research and education. Cleveland Clinic was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. U.S. News & World Report consistently names Cleveland Clinic as one of the nation’s best hospitals in its annual “America’s Best Hospitals” survey. About 2,000 full-time salaried physicians and researchers and 7,600 nurses at Cleveland Clinic represent more than 100 medical specialties and subspecialties. In addition to its main campus, Cleveland Clinic operates nine community hospitals in Northeast Ohio, Cleveland Clinic Florida, the Lou Ruvo Center for Brain Health in Las Vegas and Cleveland Clinic Canada. In 2008, there were more than 4.2 million visits throughout the Cleveland Clinic health system and 165,000 hospital admissions. Patients came for treatment from every state and from more than 80 countries.

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