What is your organization’s philosophy of customer service?
‘Patients First’ is the guiding principle of Cleveland Clinic. Patient experience is a key component of Cleveland Clinic’s strategic plan to achieve a coordinated delivery model that integrates patient-centered care with clinical outcomes, quality, safety and employee experience.
A culture centered on Patients First acknowledges that the technical aspects of what we do are not enough. It takes the integration of clinical treatment, empathy and the best physical, emotional and spiritual experiences to positively impact a patient’s perception of care and the outcomes of their treatment.
How does your organization make customer service a competitive advantage and price less relevant?
Cleveland Clinic’s management is based upon the responsible use of resources for the improvement of patient care. This means that medical waste is minimized and operational efficiency is rewarded. Clinic physicians work together in multidisciplinary teams to assure that every patient receives a correct diagnosis and the most effective treatment. The key is to provide seamless, coordinated care.
The embodiment of Patients First is an essential component of Cleveland Clinic’s customer service and competitive edge. The clinic competes on the basis of how well it diagnoses and treats patients, prevents disease, reduces mortality and provides state-of-the-art practices — all areas that can vary significantly among hospitals and physicians and where competition can drive efficiency and innovation.
How do you go above and beyond?
With a shared institutional focus on our patients, we strive to become better every day. By setting standards, collecting data, analyzing results and listening to our patients, Cleveland Clinic continually strives to innovate and improve the delivery of patient-centered medical care. We train our employees to be service-oriented and to help patients, families, organizations and individuals throughout the community.
Cleveland Clinic offers employees continual training, education and mentorship programs to develop and build essential skills. Changes and enhanced services are coordinated around patients’ survey feedback. Best practices are identified and adopted systemwide for the benefit of patients.
Cleveland Clinic is also committed to contributing to the health, wellness and revitalization of the communities in which we live and work. From offering free smoking-cessation programs and free limited-time gym memberships to all Cuyahoga County residents to spearheading the resurrection of Cleveland’s Fairfax neighborhood to attract new businesses, homeowners and visitors to the area, the clinic is an organization providing a multifaceted approach to health care within our community.
