Cleveland Clinic wanted to improve their patient satisfaction scores, so they put the patients first and at the center of everything they do. Health systems may believe they’re already prioritizing their patients’ needs, but in reality, they may not be addressing the real issues. To uncover this information, health systems must dig into their patient satisfaction scores and analyze all of the data, including patient comments, anecdotes, and verbatims. Armed with these insights, they’ll be able to drive effective improvement initiatives and improve their scores, just as Cleveland Clinic did.
Learn more about James Merlino, MD
Dr. James Merlino joined Press Ganey as president and chief medical officer of the strategic consulting division in 2015. Before joining Press Ganey, he was the Chief Experience Officer, and Associate Chief of Staff of the Cleveland Clinic health system, as well as a practicing staff colorectal surgeon in the Digestive Disease Institute. He is the founder and current president of the Association for Patient Experience. In addition he also led efforts to improve physician-patient communication, patient access, and referring physician relations. Dr. Merlino was named to HealthLeaders magazine’s 2013 list of “20 people who make healthcare better;” he is a recognized world leader in the emerging field of patient experience.