Improving the Patient Experience

Question: Describe about the Cleveland clinic. Answer: Introduction The Cleveland Clinic (CC) is a no- profit medical centre and is looked upon as one of the most dependable clinics for curing. It credited its achievement to its ground-breaking techniques that allowed them to provide finest class services. The CC President and CEO Dr Delos M. Cosgrove had altered the organisational structure in 2006 for making it more patient friendly. But subsequently it was perceived by Dr. James Merlino who was a colorectal surgeon and also the Chief Experience Officer for the Office of Patient Experience (OPE) at CC that not only the main concern towards patients was considered to be vital but also their questions needed to be responded to more satisfactorily level so as to increase the business prospective. Problem The problem that was being faced at CC was that a patient by the name of Bob Jones had been admitted who was suffering from several problems that incorporated gruesome obesity and cerebral ill health. His state had started to deteriorate and was in a dire need of a surgery so as to save him from this life threatening condition. The staff at the CC had been trying from few months to address him associated to his worsening health condition but he in return had started vocally abusing them, gone astray the appointments and has heaved irrational demands to them which were not tolerable. The attitude of Jones had started becoming excruciating and out of control. Though the policy of CC was centred towards the patients but without the assistance from the patient how could the crisis be solved? Solution Merlino was in a gigantic quandary as a chief experience officer. From the prospective of the CC he wanted to fire Jones but on the other end as a doctor he was not willing to do that because he was a doctor himself and the patients life were his top most priority. He stated as even though the surgery on Jones would go well even then, his obesity and rebelliousness offered him an impending danger. Also, if he had to fill out the patient satisfaction survey he would likely lower the cc s score which would, in turn ,castigate CC for a crime they havent committed. Hence, the solitary resolution left with Merlino was to let off Jones. But on the other hand, when Merlino had conferred this concern with other doctors they were very timid in firing Jones. Moreover, they insisted that if he were fired, he would pass away. The divisions which have scored small ought to be questioned for the reason that if they had dealt with Jones in an additional optimistic way he would not behave in such a manner and cc would not have been in a fix to take such harsh decisions. Though the scores were not made publicly even then, the government would rank the clinics which would, in turn, facilitate the patients to make a preference. The department should be encouraged to be more patient friendly and aim to comprehend the crisis of the unwearied so that the patient doesnt slack