Empathy as culture: How to improve the patient experience

Alicia Daugherty, Marketing and Planning Leadership Council

Health care reform and delivery system changes make garnering patient engagement and the elevating the patient experience even more critical to a hospital’s success. To learn more about what industry leaders are doing to address these imperatives, Council researchers recently attended Cleveland Clinic’s second annual patient experience summit, Empathy and Innovation. The three-day session contained both high-level insights and specific tactics to improve the patient experience and place the patient at the center of care delivery. Here, we have compiled five insights from the presentations.

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