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Improving and Sustaining Patient Care and Organizational Culture through Empathetic Communication and Patient-Driven Process Improvement

Joe Sweet 
Director, International Patient Experience Cleveland Clinic



This interactive workshop will include key aspects of sustaining exceptional patient care and organizational culture by adding clarity, consistency, and empathy to communication and quality improvement work, discover how to proactively identify emotional touch points that influence the patient experience, and practice qualitative and quantitative experience-based design methods to guide process improvement. By incorporating key aspects of servant leadership and Cleveland Clinic’s approach to communication, participants will leave with the ability to use empathy-based communication and design techniques to understand their customers’ needs and to apply their new discoveries about patient experience to their own patient experience improvement initiatives.