ROI of Patient Experience

Cleveland Clinic uses a variety of metrics to assess patient experience, including the tracking of improving HCAHPS scores. However, the three key sources of measurement are:

  • Employee Engagement survey data
  • Complaints received through our Ombudsman Office
  • HCAHPS survey data (specifically “Overall Rating” and “Would Recommend”)

While various initiatives and efforts are underway at Cleveland Clinic to both shape and maintain our service excellence culture, elements from our Communicate with H.E.A.R.T.® approach were introduced through a culture transformation process to over 40,000 employees between 2010 and 2011.

The graph to the right shows how to the utilization of Communicate with H.E.A.R.T.® components correlate to our key patient experience metrics.

As the graph illustrates, Cleveland Clinic has increased Employee Engagement and shows improving HCAHPS scores while reducing the number of Ombudsman complaints during this time. Communicate with H.E.A.R.T.® has helped transform Cleveland Clinic into a culture of sustained service excellence.