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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.

Patient Safety Indicators

Patient Safety Indicators 

Patient Safety Indicators are used to track specific hospital complications. Cleveland Clinic’s goal is to reduce these to the lowest values in the country

Readmission Rates

Heart Failure Re-admission Rate

All Cause Re-admission Rate 

In 2015, our readmissions work continued to move us towards our enterprise goal of 13 percent. Efforts are underway to ensure discharge readiness for all patients.

Outpatient Satisfaction Scores

Outpatient Satisfaction Scores 

Cleveland Clinic measures our outpatient satisfaction, and in many areas, we rank higher than the national database averages. In clerical support and access, we perform at the national average and continue to work on implementing process changes to increase the patient experience.

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.

Patient Experience: HCAHPS

Patient Experience: HCAHPS

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 results by discharge year for all U.S. hospitals. Results are published quarterly by the Center for Medicare and Medicaid Services.

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 seventh annual Patient Experience Summit takes place May 15-18, 2016, at the Cleveland Convention Center in downtown Cleveland, Ohio.

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Best Hospitals, US News 2014-15

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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