Communicate with H.E.A.R.T. ® 


What is it? What does it do?

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.

Why is it better?

  • It benefits both employees and patients while impacting employee engagement and patient satisfaction
  • Patient experience is directly related to reimbursement
  • Patient experience is a differentiator in attracting and retaining patients
  • Nearly all healthcare organizations are pursuing a better patient experience
  • It is transferable and customizable, allowing for a local culture-centric approach
  • It was developed in a healthcare organization by healthcare professionals and validated in a diverse, heterogeneous environment of more than 40,000 caregivers
  • Service excellence training has a quantifiable organizational impact
  • It’s simply the right thing to do

What is its current status?

  • Overall ranking in the Centers for Medicare & Medicaid Services (CMS) survey of patient satisfaction jumped from about average to among the top 8% (Health Care’s Service Fanatics, Harvard Business Review, May 2013)
  • Studies have indicated a direct correlation between employee engagement and patient satisfaction. Annual surveys indicate an increase in overall employee engagement from the 38th percentile in 2008 to the 57th percentile in 2012. (Health Care’s Service Fanatics, Harvard Business Review, May 2013)
  • Complaint volume as reported by Cleveland Clinic’s Ombudsman Office decreased dramatically, likely due to reinvigoration of our service excellence model and service recovery tool.

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