Cleveland Clinic is one of the world’s largest and busiest medical centers, serving patients from every state in the nation and from many countries around the world. Each year, more than 3 million outpatient visits are recorded, and over 190,000 surgical procedures are performed enterprisewide.
Because of the diversity of our nursing offices, Cleveland Clinic offers nurses the opportunity to provide exemplary care in a variety of disciplines.
Find out about our various nursing offices within the Stanley Shalom Zielony Institute for Nursing Excellence.
Care Management Department
Experienced registered nurses with a broad background and good understanding of the continuum of care may function as case managers. These nurses perform a valuable service by guiding patients with complex needs and multiple physicians through their Cleveland Clinic experience.
Cleveland Clinic Staffing Resources Office
Cleveland Clinic Staffing Resources (CCSR) is an innovative program within the Stanley Shalom Zielony Institute for Nursing Excellence. CCSR offers experienced registered nurses, licensed practical nurses, dialysis technicians, surgical technicians and others the opportunity to take advantage of the most flexible scheduling available while still being considered a Cleveland Clinic employee. Being a part of Cleveland Clinic Staffing Resources program allows CCSR employees the freedom to schedule themselves online at their convenience for shifts at any of Cleveland Clinic's facilities, including Weston, Florida.
Office of Advanced Practice Nursing
Cleveland Clinic Health System has more than 700 advanced practice nurses working in a variety of settings. These APNs are Masters or Doctorally prepared registered nurses who have been certified to function at an advanced level.
APNs include certified registered nurse practitioners, clinical nurse specialists, certified nurse midwives and certified registered nurse anesthetists. APNs work both independently and in collaboration with physicians, providing services such as performing physicals, ordering and interpreting tests and procedures, prescribing medications, coordinating care, and performing patient education.
The APN Practice Council is made up of representatives from the various settings where APNs practice. The APN Practice Council has worked to promote the practice of advanced practice nursing at Cleveland Clinic through the development of:
- Continuing education programs
- A brochure that explains APN roles and functions
- A mentorship program for APNs
- A newsletter and Sharepoint site to facilitate communication for APNs throughout the organization
- APN week designed to increase recognition and understanding of the APN practice issues and recognition of our APN staff for their achievements
- An APN satisfaction survey, which led to an improved orientation plan for APNs, improved performance evaluation tools, and increased education of staff members regarding the APN role
- Quarterly continuing education programs along with simulation labs for advanced procedures
- Tools to educate others regarding the APN scope of practice
The APN Privileging Committee is composed of APN representatives from various APN practices throughout Cleveland Clinic as well as members of Human Resources, the medical staff, the Credentialing Committee, and Risk Management. These APNs serve as both peers and clinical experts in the APN privileging process. The APN Privileging Committee was instrumental in the development of credentialing and privileging procedures for APNs and the development of quality monitoring procedures for APNs.
The APN Privileging Committee reviews APN privilege requests for:
- Required documentation of primary source verification of education, licensure and certification
- Appropriate references
- Documentation of reports from the Office of the Inspector General and National Practitioner Data Bank
- Assesses evidence of current competencies
- Current standard care arrangement with collaborating physician
- Develop standards for focused professional practice evaluation and ongoing professional practice evaluation
All new procedure requests are reviewed for:
- Compliance with scope of practice
- Documentation of formal education related to the requested privileges
- Assessment and documentation of competency in relation to the new procedure
- Documentation of ongoing quality monitoring
Roles & Responsibilities
Certified Registered Nurse Practitioners (CRNP) may be certified in a variety of specialty services including adult, family, pediatrics, acute care, psychology, neonatology, oncology and palliative care. These CRNPs provide primary and specialty care to their patients in collaboration with the medical staff and healthcare team in a variety of settings.
Certified Nurse Midwives (CNM) provide preventative and primary care services to adolescents and women. They manage and care for women during the normal birthing process and post-partum period may provide gynecologic care to women of all ages. Cleveland Clinic Nurse Midwives provide care at Cleveland Clinic and at a number of Cleveland Clinic health system (CCHS) hospitals and clinics.
Clinical Nurse Specialists (CNS) are advanced practice nurses, who provide and manage the care of individual or groups of patients with complex health problems. Through their advanced nursing education, they become clinical experts in a specific patient population such as acute care, community health, oncology, psychiatry/mental health, or medicine and surgery. They can function in a hospital setting or in a number of outpatient settings.
Certified Registered Nurse Anesthetists (CRNAs) administer anesthesia under the supervision of an anesthesiologist in a variety of settings. CRNAs may also assist in the pre-operative evaluation and post operative management of patients, as well as the management of acute and chronic pain in a variety of settings. Cleveland Clinic CRNAs provide care at Cleveland Clinic and at a number of Cleveland Clinic Health System (CCHS) hospitals and clinics.
Office of Ambulatory Nursing
Cleveland Clinic extends its reach into individual communities across Northeast Ohio and Florida through the work of over 1800 ambulatory care registered nurses. Employed throughout our institutes, Regional Hospitals and in our Family Health Centers these nurses work to help patients and their families not only manage both acute and chronic illnesses, but also engage in illness prevention.
- Routine tasks for ambulatory nurses vary based on where the nurse is stationed and their practice setting. In general the settings where ambulatory nurses work share the following characteristics.
- Care is provided on an outpatient basis and may include Telehealth services.
- The length of each individual patient visit is brief, but the nurse and patient care relationship may extend over years, especially with chronic disease management.
- The care provided is diverse, based upon the specialty practice, and may include the provision of technologically advanced services and procedures.
- Through education, support and consultation with other healthcare team members, ambulatory nurses support, foster and promote the patient’s involvement in self-care, including at home care.
- Ambulatory nurses collaborate with other care providers to assure coordinated, quality care and smooth transitions of care.
At Cleveland Clinic our ambulatory nurses hold certifications in their individual specialties and go through extensive orientation programs. Nurses must exhibit enhanced critical thinking skills and both administrative and practitioner skills in order to succeed in the fast-paced career of an ambulatory nurse.
Office of Emergency Services
Nurses in the emergency room work in a fast-paced environment that requires organizational skills, quick decision-making and teamwork. As part of Cleveland Clinic’s integration of emergency services, our emergency departments (EDs) are moving to a single electronic medical record, standardized processes and equipment, and the implementation of “split-flow” treatment tracks, which separate patients with urgent needs from those with more acute needs. These initiatives are meant not only to meet the needs of patients and their families, but also to improve staff engagement and pride. Cleveland Clinic EDs differentiate themselves from others by being models of efficiency while still maintaining compassion and world-class care.
Office of Nursing Education & Professional Development
To ensure nurses have the competencies and skills to provide excellence in care related to recent advances in research, technology and new treatment options, the department of Nursing Education & Professional Development promotes a broad array of opportunities for professional growth.
Cleveland Clinic provides a diverse set of both education initiatives and professional development programs. Nurses have the chance to make proactive strides in their educations and careers, all while continuing to provide exceptional patient care. In order to provide the utmost flexibility, all specialized education is done on site at Cleveland Clinic’s main campus.
Office of Nursing Informatics
Cleveland Clinic's Office of Nursing Informatics is a dynamic group that supports evidence-based nursing practice and quality patient outcomes through technology-based solutions to improve nursing communication, aid in electronic medical record documentation, and increase the efficiency of nursing care to our patients.
Patient care drives the technology that is implemented and the nursing informatics team partners with nursing and information technology staff to successfully implement and continually optimize these technological solutions at the bedside.
Nursing Informatics is not new, but it certainly is now. Technology is dramatically altering the ways in which we diagnose, treat, care for and manage patients. It is our past and it is our present.
Our Mission is to support evidence-based nursing practice and improved patient outcomes with technology solutions that enhance nursing communication, documentation and efficiency. We pursue our mission endlessly and passionately.
Nursing leadership at Cleveland Clinic has long recognized that superior quality of care depends on the alignment of people, processes and technology. The Department of Nursing Informatics, within the Zielony Nursing Institute, plays an essential role in defining and implementing the strategy for innovative technological systems and processes to support the delivery of quality patient care and to enhance nursing practice.
Nursing Informatics participates in multidisciplinary strategic planning to determine system solutions that support patient care, set standards for clinical applications, conform to accreditation standards and regulatory requirements, and transform clinical practice. The department also facilitates the development of automation policies, procedures and guidelines for nursing and is the primary liaison between Cleveland Clinic Information Technology Division and the Zielony Nursing Institute.
At the onset of the department, information technology needs within the Zielony Nursing Institute were focused on supporting mainframe applications, developing databases, maintaining desktop applications and deploying office computers. During this time, when various clinical systems were beginning to evolve and a clinical nurse manager interested in how technology could affect nursing practice and patient care, the first manager of the department was named. With the advent of an automated order entry/results reporting system, the role of the department quickly expanded along with the staff.
Initially referred to as Nursing Information Systems at its inception in 1988, the area was officially established as a department in 1993, one year before the American Nurses Association recognized Nursing Informatics as a specialty with ANCC Certification. The name change to Nursing Informatics was implemented in 2006 to coincide with current standards of practice and scope at that time.
The Nursing Informatics department is now comprised of registered nurses, educators, systems analysts, a web analyst, a security coordinator and system administrators whose focus is to enhance nursing practice through the creative use of technology, maximizing nursing productivity, improving the work environment infrastructure and further supporting the Clinic’s world class excellence in patient care.
Champions for Change
We support change, but not just for the sake of change. How can we ensure patient satisfaction, safety and outcomes? How can nursing staff leverage technology to improve the environment for providing exceptional nursing care? Providing unique solutions to these questions is our passion.
Clinical Analysts in the Department of Nursing Informatics are Registered Nurses who assess opportunities for innovative technology to improve clinical practices – by first analyzing clinical workflow to determine current practices. Based upon these observations, they facilitate the design and development, testing, implementation, training and evaluation of automated clinical systems. Informatics Clinical Analysts facilitate work groups from the nursing staff to validate the application design and to study and quantify technology impact on improvement of specific nursing practices and processes.
Clinical Instructors in the Department of Nursing Informatics, are also nurses providing centralized application training to nursing staff in support of new or revised clinical applications implemented on the nursing units. Working collaboratively with the nurse managers, nursing staff, and the Department of Nursing Education & Professional Development, Clinical Instructors provide instruction and user support to ease the introduction of new technology into nursing care workflows. Classes favor independent learning with directed computer lab environments as well as self-directed exercises, but also incorporate computer-based training, a component still evolving from yearly competencies and training in federal regulations to clinical applications training with competency assessment. Unit nursing staff responds positively to the computer-based training, which can be taken at times most convenient to them even from home.
The progressive evolution to electronic documentation of the medical record not only improves access to patient information at the point of care, it also greatly enhances nursing abilities to benchmark, monitor, audit and report quality measures in support of CMS, the Joint Commission and MAGNET initiatives. Additionally, collaborative nursing-led research is enhanced by the ability to support these projects with patient data that is more easily extracted electronically.
Supporting these efforts and initiatives is a dedicated team of clinical and system analysts who provide support for the development and management of information databases, systems and processes to bring efficiency to nursing-driven quality and research endeavors through informatics. Maintenance and support of all databases and desktops is provided with a team of system administrators within the department of Nursing Informatics whose efforts are driven by a strong sense of ensuring employee satisfaction through greater efficiency.
We bring our passion for nursing and our passion for innovation together to improve the way nurses communicate with one another, with other caregivers and with patients.
Informatics nurses see technology as a tool to support, rather than hinder, their love of nursing as well as impact future nursing practices. For this team, technology is leveraged for the benefit of nursing practice and improved excellence in patient care systems and processes. Informatics nurses routinely support staff in using automated applications in their daily assignments on the units and play an important interdisciplinary role that combines their passion for nursing with their love of technology, bringing a nursing perspective into the evaluation of innovative systems so that positive patient outcomes are achieved on all levels.
Future of Nursing
Technology and the effective use of it is our future. The future of nursing and Nursing Informatics is in alignment with the future of healthcare – growth in the use of technology to ensure safety, positive outcomes and satisfaction of patients. Nursing is at the forefront of this wave of technology innovation.
A visionary nursing project currently in place at Cleveland Clinic is the Nursing Unit of the Future. This is a collaborative project between the Zielony Nursing Institute and Information Technology Division. Established on a foundation of defining the ways in which people, processes and technology can improve patient outcomes and nursing practice, the Nursing Unit of the Future staff evaluates the feasibility of innovative mobile devices, applications and other communication technologies that have the potential to support enhanced workflow, documentation of patient care and the satisfaction of patients and staff.
The Nursing Unit of the Future provides nurses with an opportunity to experience, assess benefits and provide feedback regarding new information technologies prior to implementation house-wide. As the nurses evaluate the clinical efficacy of devices and applications, the Nursing Informatics team also evaluates technical and clinical outcomes criteria including:
- How devices withstand normal wear and tear
- How easily information is gathered and recorded
- User friendliness
- Clinician satisfaction
- Time efficiency versus existing methods
- Impact on patient safety
- Impact on patient satisfaction
- Impact on caregiver satisfaction
Taking Patient Care to New Levels
The implementation of the electronic medical record, as with other Cleveland Clinic approaches to clinical medical practice, sets a high standard for innovation, collaboration and interoperability.
Nursing Informatics, in collaboration with the Information Technology Division, is implementing an electronic medical records system from Epic Systems of Madison, WI. Electronic documentation of the patient’s medical record is transforming clinical practice for nursing, allied health and medical practitioners at Cleveland Clinic. After using EpicCare successfully in ambulatory outpatient services for two years, the Clinic is currently undergoing a phased implementation of the Epic system in the inpatient setting enabling health care providers to examine any patient record across the entire continuum of care in all Cleveland Clinic facilities. The current implementation includes Provider order entry (CPOE), nursing care documentation, medication dispensing and administration, and results reporting. Cleveland Clinic patients may even access their own records and request prescription renewals via the internet with MyChart.
Innovative Use of Technology
The Department of Nursing Informatics encourages nursing staff, patients and their families to suggest ideas for greater patient satisfaction. The department supports the resulting suggestions as much as is feasible and to that end, has made computers available for patients who have extended hospital stays. Dedicated solely to patients and their families, the computers provide access to the Internet for emailing friends and loved ones, interaction with support groups, researching information or playing computer games.
All Cleveland Clinic nursing staff have an email account in addition to access to the Zielony Nursing Institute Intranet site complete with Cleveland Clinic policies and procedures, clinical references, announcements of educational classes and opportunities for professional growth, hospital and nursing award opportunities. Everything the nursing staff needs to know is in a comprehensive, easy-to-access site.
In 2006, wireless Voice-over-IP (voice carried over internet protocol networks) phones were implemented in all nursing units to facilitate ease of communication and coordination of patient care between staff, physicians, ancillary departments and patients. Voice-over-IP technology is the most state-of-the-art telecommunications methodology available commercially today and is fast becoming the standard for voice communications globally. The results improved communication and enhanced efficiency to improve patient care and satisfaction.
Office of Quality & Practice
The Zielony Nursing Institute department of Nursing Quality at Cleveland Clinic facilitates the improvement of patient outcomes, as well as promotes patient safety and the quality of nursing care at each hospital. Through the coordination of collecting, analyzing and reporting on multiple nursing quality indicators, Nursing Quality is involved in major activities that heighten awareness to improve patient care and nursing practice.
Until 2003, Nursing Quality had been part of the Department of Nursing Education, Quality and Research for more than 15 years. But the three areas were made into three separate departments as the role of each is of growing importance to nursing leadership. However, these three departments continue to work together hand-in-hand. In 2008, the Magnet Recognition Program ® and Nursing Patient Safety were combined with the Nursing Quality department.
Nursing Quality works collaboratively with Cleveland Clinic's Quality and Patient Safety Institute in promoting quality patient care and providing education on national quality initiatives.
Staff in Nursing Quality regularly recommend and participate in research related to nursing interventions, patient safety initiatives, shared governance, and promoting the forces of magnetism.
Evidence Based Practice
The department's guiding principle is that quality is based on evidence-based practice and effective processes.
Nursing Quality staff members coordinate and report to the National Database for Nursing Quality for select indicators. They coordinate nursing initiatives for JCAHO Core Measures, National Safety Forum initiatives, and for the National Patient Safety initiatives.
Nursing Quality sends monthly quality reports to nurse managers. In addition, the information is shared with the Nursing Institute Shared Governance Quality Council and Unit Based Shared Governance Councils. The department is accessible to all nurses in the hospital, by phone or email.
Key nursing care quality indicators in conjunction with hospital measurements have gone from in-house measurements to public information with performance scores and comparisons accessible to all health care consumers. In this time of heightened awareness, the staff of the Department of Nursing Quality strives to improve patient care by communicating evidence-based standards and by monitoring and reporting the progress of key nursing quality indicators.
Nursing Quality staff consists of Quality and Accreditation Nurses, a Nursing Patient Safety Officer (CNS), Data management support, Certified Skin Care Nurse Coordinators (WOCN) eliminate these initials, Magnet® Program Manager, and Magnet Program Coordinator. The nursing staff is required to have at least three years of hospital in-patient experience to be part of the quality and the skin care teams. The Skin Care Nurse Coordinators must have the equivalent experience with a concentration in wound and skin care and complete the training program at Cleveland Clinic's R.B. Turnbull Jr., MD, School of Enterostomal Therapy Nursing. The Quality and Accreditation Nurses receive training in performance improvement and group facilitation.
The department's major activities include:
- Assisting the department to stay current with meeting and exceeding nursing and industry standards
- Maintaining and communicating the Zielony Nursing Institute Online Nursing Standards which include administrative and clinical standards
- Collecting, analyzing and reporting on multiple nursing or industry quality indicators, including monthly Quality Indicator reports for the Zielony Nursing Institute, as well as for individual units
- Representing nursing's role and perspective on multiple hospital wide committees and task forces, in order to improve multidisciplinary interventions for patient care
- Leading the Skin Care and Prevention initiative for Hospital Acquired Pressure ulcers
- Communicating and maintaining compliance with the National Patient Safety Goals within the Zielony Nursing Institute
- Facilitating the ANCC Magnet Recognition Program® and identifying the forces of magnetism within nursing practice
Office of Research & Innovation
Nursing Research & Innovation staff members mentor nurses as principal and co-investigators in conducting, translating and disseminating research that will increase nursing knowledge about clinical and administrative practices and facilitate evidence-based nursing practices that improve patient outcomes.
The results of nursing research are used to provide rationale for current practice or a change in policies, procedures and behaviors. In addition, results that expand knowledge are often used as the basis for innovative nursing systems and processes and patient interventions.
In addition to roles as a nurse consultant, mentor and educator to nurses, the Office of Nursing Research and Innovation team provides other resources to aid the research process. Our Intranet website provides templates and forms to assist nurses and links to other departmental and non-Cleveland Clinic web-based resources. We maintain a database of current, completed and abandoned research projects so we have up-to-date information on nursing research activities. We offer a 2-day annual Nursing Research Conference educational program annually and up to 12 research workshops every year at multiple different hospitals on a variety of topics, as selected by clinical nurses. Workshops provide an opportunity for nurses to learn in small groups and participate in the education session by receiving hands-on experiences. Examples of workshop themes are: developing an instrument, writing an abstract, developing a poster, developing research questions and differentiating quality improvement from quality research, to name a few. To promote nursing innovation, we lead a Nursing Innovation Summit every year. Speakers offer insights to cultivating innovations and help remind us that it’s OK when an innovative idea fails… we should fail fast and move on to new creative and inventive solutions to nursing problems.
We encourage graduate nursing students wishing to complete clinical practice hours in research to utilize our Office team as preceptors. We also encourage college students who are considering medical school to volunteer in the summer to gain research experiences. Our PhD team members also precept doctorate students working on dissertations (PhD) or change projects (DNP) and also, coach students through the Institutional Review Board application process. Further, collaborative research-- internally, with non-nursing teams, and externally with nursing and multiple stakeholders-- can strengthen projects in terms of research design, methods, results and implications. We encourage nurses from other settings, healthcare providers, organizations and industry leaders to contact us regarding collaborative research project work that they believe we can lead or assist with.
Known the world over for its strong basic science and its fundamental mission as a clinical research hospital, Cleveland Clinic places emphasis on the importance of research by nurses. Although nurses have long been involved in clinical research efforts, nurses at all levels of nursing practice—bedside, clinical nurse specialists, educators, managers—are encouraged to engage in scientific inquiry. Cleveland Clinic nurses have multiple opportunities to raise questions about nursing practice, and through the research process, investigate new interventions and questions with the goal of discovering, promoting and assuring evidence-based nursing practice and optimum patient care.
To encourage research by nurses who are naïve to research processes or who need any level of support, PhDtrained nurse scientists are assigned to serve as mentors. A mentor stimulates and supports the development of research questions, guides nurses in ideas related to nursing practice changes and interventions, offers suggestions to increase research feasibility and ensure that research projects are ethical and scientifically sound. Ultimately, we want research findings to be important in fostering improved standards for patient care. Mentors can assist nurses in every step of research, as needed; from identifying clinical problems, initiating research questions, completing paperwork for Institutional Review Board approval and grant funding groups, conducting and analyzing research, and presenting and disseminating findings. Research findings will determine how nurses deliver care, educate each other, and manage their practice. When nursing practice is evidence-based, patients are more likely to receive nursing care that is safe and effective; and receive care that promotes comfort and facilitates the best outcomes.
Additionally, PhD nurse scientists have their own program of research. They seek grant funding, publish findings in peer-reviewed journals and disseminate findings at national meetings. In this way, nurse scientists remain current with governing rules of research, are aware of grant and other opportunities open to those they mentor and can include staff nurses in their projects, to aid in general nursing research growth.
Staffed by doctoral prepared registered nurses, research by nurses helps generate new knowledge to firmly establish nursing practices that are evidence-based. Nurses may initiate projects that broaden the scope of nursing practice, utilize new methods to assess, plan, deliver or evaluate nursing care or work collaboratively with other Cleveland Clinic teams to manage patient populations more effectively. In addition, nurses who learn the research process can become mentors to other clinical nurse peers who are inexperienced in research, with the goals of:
- improving the confidence of clinical nurses in their ability to conduct clinical research
- aiding clinical nurses in the processes of conducting research and reporting findings
- guiding clinical nurses in anticipating results and promoting practice changes based on results
- supporting dissemination of research through presentation at national meetings and publication in peer-reviewed journals
Research findings will help determine how nurses deliver care, educate each other and manage their practice. Nursing research may be qualitative or quantitative; it may be descriptive / correlational, comparative or quasi-experimental / experimental; and it may be retrospective or prospective-- cross-sectional or longitudinal in design. Nursing research may involve enrolling subjects or using data from one of many administrative and clinical databases. Nurse scientist mentors are trained in instrument development and psychometric testing of new instruments and can guide nurses in assuring content validity and reliability of new tools. For example, in recent years, nurses developed a tool to assess risk for fall events in patients hospitalized with cancer, a tool to assess risk for hospital-acquired pressure injury in patients with vascular disease, an algorithm to determine the difficulty of intravenous access in children, an algorithm to guide early ambulation in patients with neurological injuries in an intensive care unit and an algorithm for sedation for patients on respirators and breathing tubes. Goals were to improve patient comfort, improve patient safety and enhance clinical outcomes. Research evidence was used to update clinical standards of practice.
Nursing research is valued and nurses make time to complete processes associated with research initiatives. In addition, we’ve implemented many systems and processes, including internally funded grants, to offset the time needed to complete research related work. Emphasis is placed on the importance of evidence-based practices through scientific knowledge. Cleveland Clinic believes the future of nursing practice will be strongly influenced by findings from both local and multicenter nursing research. Thus, we are always looking for new ways to make time for nurses to conduct, translate and disseminate research.
By participating in research projects, nurses become leaders in their own departments/units by working to improve nursing practice and patient care. Nurse scientists can mentor nurses through research processes, as desired. Nurse scientists provide opportunities and encourage nurses to share completed research among peers internally, through oral and poster presentations at our annual Research Conference-- held in May each year (immediately before Nurses Week) and at oral presentations at shared governance councils and other internal and external venues. Poster presentations of research findings are posted on our Intranet and can be accessed by any Cleveland Clinic personnel.
Research provides the opportunity to further knowledge, to gain recognition and prominence in setting standards for patient care and nursing practice, and to grow personally and professionally. Nursing research activities can be used to professional ladder activities.
Research Fund Grant
The Cleveland Clinic Nursing Research Fund (NURF) is a privately supported internal grant- system that supports nursing research. Annually, multiple awards are approved to nurses working in any capacity on any Cleveland Clinic site. Internal grant funds are used to overcome costs associated with the research process, including “time” to work on research outside of clinical responsibilities.
Office of Nursing Research and Innovation
Connie Serenda, Executive Secretary
Out of Patient Experience
Cleveland Clinic has been a pioneer in the rapidly-growing field of patient experience. We were 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.
The Office of Patient Experience’s mission is to ensure care that is consistently patient-centered by partnering with caregivers to exceed the expectations of patients and families.
The Office of Patient Experience serves as a patient experience advisory resource for critical initiatives across Cleveland Clinic health system. In addition, the Office offers education about HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems), provides resources and data analytics, identifies, supports and publishes sustainable best practices, and collaborates with a variety of departments to ensure the consistent delivery of patient-centered care.
- James I. Merlino, MD, FACS, FASCRS, Chief Experience Officer
- Mary Linda Rivera, Executive Director, RN, ND