A Cleveland Clinic & HIMSS Event. Find out more

Cleveland Clinic
May 13-15, 2019 | Cleveland, OH

Improving Patient Experience at Every Touch Point

May 14, 2019
1:30pm - 2:10pm
Room 23

In 2016, WestMed Medical Group presented a program at this event detailing its robust service-excellence training. While the organization improved its Press Ganey scores, leaders felt they were not successful in embedding the core values of empathy and compassion into the heart of our team.  Westmed decided to take a granular look at its patient experience at every touchpoint leaving no stone unturned.

As attendees will hear, what started as a book club among emerging leaders tasked with developing a strategy to enhance the patient experience, developed into a multi-faceted program crafted to address transformation at every level of the organization.


Chief Operating Officer
Westmed Medical Group
Deputy Medical Director, Director of Obstetrics and Gynecology
Westmed Medical Group



Healthcare leaders at the forefront of the global patient experience movement will address which systems, tools and insights revolutionize the role of the patient and the caregiver. We’ll explore patient perspectives and clinical considerations to understand how empathy and innovation must be incorporated as integral pillars to deliver the best clinical, physical and emotional experience in healthcare.


Read Patient Stories >>