How To Improve Patient Satisfaction Scores By Using Data

By guest contributor Dr. James Merlino, chief experience officer and associate chief of staff of the Cleveland Clinic health system

Our journey to improve patient satisfaction began over 10 years ago, when Cleveland Clinic’s CEO Dr. Cosgrove adopted a guiding principle to put patients first.

The reason we started down this path of putting patients first was because we knew our patients had choices for their care. For example, half of our heart patients are from outside of Ohio — they have plenty of other options for their care.

Because we wanted our patients to continue to choose Cleveland Clinic, it was important for us to get service right. I talk about our journey in detail in my book, Service Fanatics. Our goal throughout the process was to ensure we were taking a service-excellence approach. This meant developing a strategy that included ways to improve the patient’s experience of care.

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