70+departments using the community
One of the largest, most respected nonprofit academic medical centers in the U.S., Cleveland Clinic engages with patients to consistently deliver world-class services and fulfill its mission of “Putting Patients First”.
In 2008, while at Harvard Business School to discuss a case study, Dr. Toby Cosgrove, Cleveland Clinic’s then CEO, was asked this question: “Does Cleveland Clinic teach empathy?” It’s a powerful question that acted as a catalyst for an organization-wide transformation.
Cleveland Clinic quickly became a pioneer of patient experience. It appointed its first Chief Experience Officer and established the first Office of Patient Experience in the industry. “Putting Patients First” became the organization’s core mission.
To meet the mandate to be patient centric, navigate industry disruptions, and maintain high patient satisfaction, the organization sought a scalable way of responding to the evolving patient needs.
Cleveland Clinic Patient Panel, the organization’s insight community, helps improve all facets of the patient experience. For example, before opening Avon Hospital, the first Cleveland Clinic regional hospital built in Ohio, community members evaluated design and new tech ideas. Insight from patients influenced the culture of the $161-million facility that is being touted as the “hospital of the future.”
In another example, over several iterative studies, the community co-created the Cleveland Clinic’s new billing statement. Clearer language and a better design will help increase patient satisfaction, decrease the transfer of bad debt to collection agencies, and reduce the number of pages printed which is projected to save over $100,000 per year.
Today, 10 years after its launch, the community helps more than 70 departments deliver world-class patient care.
The Patient Panel is a valuable resource. Our team uses it to improve billing statements, our payment portal and other aspects of the patient experience.
Senior Director, Revenue Cycle Management
Having an insight community helps Cleveland Clinic make more confident decisions about improvements to the patient and caregiver experience.
Director, Market Research & Insights