Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, “How much will it cost?” What would happen, though, if health care as the question “How does the patient feel?” This case looks at the Cleveland Clinic attempt to answer this question by attempting to institutionalize empathy as part of the delivery of care.

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, “How much will it cost?” What would happen, though, if health care as the question “How does the patient feel?” This case looks at the Cleveland Clinic attempt to answer this question by attempting to institutionalize empathy as part of the delivery of care.
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Ananth Raman,
Anita Tucker
Source: Harvard Business School
25 pages.
Release Date: 12 September 2011. Prod #: 612031-PDF-ENG
Cleveland Clinic: Improving the patient experience HBR case solution