Speakers

We are humbled to be pioneers in the field and, as such, have a commitment to sharing our knowledge, lessons learned and successes. To facilitate this, we offer a variety of opportunities for you to visit Cleveland Clinic, however we recognize a site visit isn’t always feasible. Sometimes a subject matter expert coming to you is a better option.

To meet such needs, we’re pleased to present a speaker’s bureau of Directors, Physician Leaders, and Executive Leadership for your consideration. Speakers are content experts within the field of Patient Experience and are available for conferences, forums and retreats. Presentation topics include, but are not limited to, the following:

GENERAL INTEREST

  • Establishing an Office of Patient Experience
  • The Role of the Chief Experience Officer
  • Building Relationships with Referring Physicians
  • Patient Experience in a Global Environment

SERVICE EXCELLENCE

  • Service Based Culture, Transformation & Sustainability
  • Service Excellence through the Communicate with H.E.A.R.T.SM Program
  • Leveraging Volunteers to Impact Patient Experience

PHYSICIAN COMMUNICATION

  • Doctor-Patient Communication
  • Coaching Physicians to Improve Communication Skills
  • Cleveland Clinic Communication Journey – How to Build a Program
  • Lessons and Tactics for Improving Communication in Healthcare
  • Difficult Communication Scenarios
  • Intersection of Ethics and Communication: therapeutic mislabeling and truth telling

BEST PRACTICES

  • Creating and Implementing Best Practices to Improve the Patient Experience
  • Improving HCAHPS scores
  • Nursing’s Impact on the Patient Experience
  • Engaging Patients to Improve the Patient Experience

DATA MANAGEMENT

  • Survey Administration and Feedback Analysis
  • HCAHPS and its 30% stake in Value Based Purchasing
  • Establishing a Survey Administration and Data Management Team
  • Mining Patient Feedback for Improvement Opportunity

ETHICS

  • Clinical consultation
  • Research ethics
  • Institutional ethics support, education and research.
  • e-Ethics