The Cleveland Clinic: Improving the Patient Experience (Abridged)

Case Solution

Ananth Raman, Anita Tucker, Rachel Gordon
Harvard Business School ()

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always: “How much will it cost?” But what if the health system also took into account the question “How does the patient feel?” This case is about the Cleveland Clinic’s attempt to answer this last question by trying to institutionalize empathy as part of its care.

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