A strong service excellence model is key to a positive patient and employee experience. The Communicate with H.E.A.R.T. program is a comprehensive service excellence program that provides expected service behaviors and a service recovery model. This validated service excellence model was built by healthcare for healthcare and is designed to be customized and integrated into your organization’s existing culture to improve customer service. Supported by practical and easy to remember tools, Communicate with H.E.A.R.T. is the foundation of Cleveland Clinic’s delivery of service excellence.
Patient Experience Advisory Group