Serving Our Present, Caring for Our Future
Sustainability and Global Citizenship Report, 2017

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Patient Data

Understanding and improving our patients’ experience is core to our service and mission. To better do this, we track measures of patient safety, quality of care and patient satisfaction. Where we meet our goals, we celebrate these accomplishments, and where we find challenges, we develop solutions to improve.

All Cause Readmissions

All Cause Readmissions

Patient Safety Indicators

Patient Safety Indicators

Hospital Acquired Infections

Hospital Acquired Infections

Hospital Acquired Infections (C. difficile)

Hospital Acquired Infections (C. difficile)

Hand Hygiene

Hand Hygiene

ACO Composite

ACO Composite

Outpatient Satisfaction Scores

Outpatient Satisfaction Scores

 

The National average benchmark is based on results voluntarily submitted from medical practices to the Agency for Healthcare Research and Quality Consumer Assessment of Healthcare Providers and Systems (CAHPS) database.

Cleveland Clinic’s percentile rank in overall rating and likelihood to recommend the hospital continues to rise towards our goal of exceeding the 90th percentile. This chart shows percentile rank performance of our entire enterprise hospitals compared to national survey

Patient Experience: HCAHPS

Patient Experience HCAHPS

Complaints and Grievances

Complaints and Grievances

The rate of complaints and grievances, documented by our Ombudsman Office, for every 1,000 encounters has continued to decline enterprise wide. As patient experience scores continue to improve, the rate of complaints has continued to decrease.

Patient Experience Summit

The eighth annual Patient Experience: Empathy + Innovation Summit took place May 22-24, 2017, at the Cleveland Convention Center in downtown Cleveland, Ohio.

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Best Hospitals US News World Report

Office of Patient Experience

Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Cleveland Clinic, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs.

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