Today, the Cleveland Clinic is an exemplary hospital for a patient-centric and employee-centric institution with world-class customer care executives from all over the world to come and learn how they achieved this.
However, this was not always the case. In 2009, in the US government survey on hospital performances, the Clinic’s overall score was average that year. Its performance was in the bottom percentile in areas of patient-centricity, which includes staff responsiveness, room cleanliness, and doctors’ and nurses’ ...
