Consider the Patient Experience From the Eyes of Patients, Families (Video)
Kelly Hancock, Cleveland Clinic Chief Nursing Officer, presents the welcome address for Day 3 of the 2015 Patient Experience Summit.
Building on strategies and philosophies of service excellence is impactful to the experience of patients. While balancing the competing goals of cost containment and quality improvement is important, responsiveness to the patient experience is greatly valued and at the core of healthcare. Listen to the story of the husband of a patient who unexpectedly landed in the Cleveland Clinic’s Neurointensive Care Unit and how he was impacted by the patient/family experience.