Here are two lessons I learned from the Cleveland Clinic
Recently I returned from the Empathy & Innovation Summit at Cleveland, Ohio organized annually by the Cleveland Clinic. A few years ago, Toby Cosgrove, the former CEO and the Chief Cardiothoracic Surgeon at the Clinic, had taken it upon himself to focus on Patient Experience as one of the major transformational initiatives. It was one of the first large hospitals in the US to set up an Office of Patient Experience and appoint a Chief Patient Experience Officer. Since then, the hospital has emerged as one of the top scorers on this count. And the annual summit is their way of sharing the knowledge they have acquired with the larger healthcare community across the world.