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.
Programs & Services
Many programs and services are available to enhance the patient experience.
Read personal stories and view artwork from patients about their experience with Cleveland Clinic.
Cleveland Clinic can help you meet your goals for patient experience improvement.
A nonprofit organization established to support patients and their families.
Programs designed to improve relationship-centered communication skills.
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 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. Register to attend and submit abstracts and speaker applications at empathyandinnovation.com.
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.”
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.
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.