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Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way by James Merlino

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Chapter 6

Cultural Alignment: The Cleveland Clinic Experience

Since the introduction of the Patients First motto, there had been discussions about how to instill that purpose more strongly into the culture of the organization. Creating the motto, making patient experience a strategic priority, revamping the mission, vision, and values, and appointing a chief experience officer proved not to be enough. And while we could point to a number of success stories in improving the patient experience in the units and in addressing physician communication, caregivers were not aligned and did not live the patient experience. It became increasing clear that we needed to do something so that everyone would comprehend the importance of the patient experience. ...

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