well, the Cleveland Clinic has been moving towards patient-centered care now for almost a decade. We put as our mantra of patients first, and we have built, tried to do everything to make the quality of the patient care central to what we do. We know that the only reason that we all have jobs is because of patients, so we realize that quality is measured really in three ways. It's measured by clinical outcomes, it's measured by the physical experience, and it's measured by the emotional experience. So we've been very transparent about our quality, and we have put out outcomes books, and they're either available on the web or they're available in paper form. So, um, we have looked after the physical experience, changing how the hospital looks, making it open to families, doing away with visiting hours, having changing the patient's gowns so that they are completely cover the individual's entire body. And then for the emotional experience, it's really about communication. And so we take all of our 43,000 caregivers offline for half a day, and we talk about the

Cleveland Clinic experience. And we've seen tremendous increase in employee engagement and tremendous increase in patient satisfaction. And a decrease in the number of patient complaints.

Toby Cosgrove, MD , on How The Cleveland Clinic Focuses on Patient-Centered Care

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