Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, “How much will it cost?” What would happen if health care though 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 if health care though 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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from
Ananth Raman,
Anita Tucker,
Rachel Gordon
Source: Harvard Business School
6 pages.
Release date: 07 October 2010. Prod #: 611015-PDF-ENG
The Cleveland Clinic: Improving Patient Experience (abridged) HBR case solution