Cleveland Clinic Heart Center: a Legacy of Excellence
11 Pages Posted: 21 Oct 2008
Abstract
This case is about the history, achievements, and problems of a uniquely run medical institution. It has become an award-winning, world-class institution through emphasis on and nurturing of talented, hard-working, and salaried doctors; a culture of excellence and innovation; and teamwork. In recent years, as competition for patients grew, funding and reimbursement diminished, and patients demanded better service, the center has had to find ways to provide better patient service in order to maintain its competitive edge.
Excerpt
UVA-OB-0807
CLEVELAND CLINIC HEART CENTER:
A LEGACY OF EXCELLENCE
A patient is the most important person in the institution—in person or by mail.
A patient is not dependent on us—we are dependent on them.
A patient is not an interruption of our work—it is the purpose of it.
. . .
Keywords: excellence, innovation, teamwork, service, quality, customer, service, empowerment
Suggested Citation: Suggested Citation