A Cleveland Clinic & HIMSS Event. Find out more

Compassion and Empathy During Unexpected Situations

December 10, 2020
12:35pm - 12:55pm

As ICUs and emergency departments struggled to provide care for their patients and communicate with family members during the initial months of the COVID-19 outbreak, Silvia Protto Perez, medical director of the End of Life Center at the Cleveland Clinic had to train her staff how to manage patient and family needs and how to use existing technology to drive connection and communication while satisfying clinical needs and following evolving federal and state guidelines. During this session, Michael Hebb, Activist, Author, and Entrepreneur, will sit down with Silvia to talk about how the human connection has changed from the COVID and what caregivers can do given the status of the pandemic.

Key takeaways:

  • Using technology to try and bring family and patients together.
  • How to balance the needs of patients, medical staff, and adhere to strict guidelines.
  • Train staff to listen to family and patient needs and remain as flexible as possible.


Medical Director of Care Experience
Henry Ford Health System
Medical Doctor, End of Life Center
Cleveland Clinic

Let’s Move Forward Together


On a monthly-basis, this six-part digital series will delve into perspectives from patients, caregivers and leaders from across the healthcare industry to address changing implications for empathetic care.


Patient Experience Digital Series