Product details

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Published by: Harvard Business Publishing
Originally published in: 2011
Version: 4 February 2013
Revision date: 10-Apr-2013
Length: 25 pages
Data source: Field research
Notes: To maximize their effectiveness, colour cases should be printed in colour.

Abstract

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, ‘How much is it going to cost?’ What would happen though if healthcare also considered question of ‘How does the patient feel?’ This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.
Location:
Size:
USD5.6 billion gross revenue, 5,000 employees
Other setting(s):
2011

About

Abstract

Healthcare has traditionally focused on medical outcomes and financial performance. The big question is always, ‘How much is it going to cost?’ What would happen though if healthcare also considered question of ‘How does the patient feel?’ This case looks at the Cleveland Clinic's attempt to answer the latter question by attempting to institutionalize empathy as part of its delivery of care.

Settings

Location:
Size:
USD5.6 billion gross revenue, 5,000 employees
Other setting(s):
2011

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