Marketing and Strategy Analysis: Cleveland Clinic Patient Experience

This report analyzes the Cleveland Clinic case study, focusing on strategies to improve patient experience. The case study highlights issues related to patient satisfaction, nurse behavior, and overall healthcare system management. The analysis emphasizes the importance of patient-centric care, personalized interactions, and a clean, comfortable environment. The report examines Dr. Merlino's approach to identifying and addressing patient dissatisfaction, including the use of feedback mechanisms and employee training. It also discusses the potential challenges of implementing changes and the need for continuous improvement to enhance the hospital's reputation and patient outcomes. The report suggests that CC should focus on training nurses and doctors to create a more personal connection with patients, improve communication, and ensure a safe and supportive environment. The strategies include identifying issues, setting goals, guiding employees, and measuring results. This approach is designed to increase patient satisfaction, improve health outcomes, and manage costs effectively. The report concludes that continuous improvement and strategic marketing are essential for the long-term success of the hospital.

Marketing and Strategy in Nursing
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Introduction
Health-care system faces many issues besides patient health problems, these issues are very
important part of a hospital's daily routine. Daily routine of a hospital is related to managing a
patient from the time of entry in a hospital, during their treatment and even at the time of
discharge from hospitals (Klaming & Haselager, 2013). This report will analyze the strategies
useful for the health care system modification and changes based on the case study given in
the article Cleveland Clinic: Improving the Patient Experience, and will reflect on the
following factors;
 Based on the data provided in the case study about the nurses and their behaviour in
the hospital, CC hospital is unable to meet the target in providing better friendly
environment to the patient. A hospital is not only earning profit but they also deal in
gaining the faith and trust of the patient visiting to the hospital for their treatment.
CC’s C.E.O. found that Mayo clinic is getting trust from the patient as because mouth
marketing of Mayo Clinic was high hence CC hospital also need to research and
target the patient’s comfort in the hospital with nursing staff, clean environment and
quite sleepy atmosphere in night-stay at hospital. CC can train the nurses and Doctors
to treat patient as they are very special for them and making a conversation with
patient by using their name, this will create a feeling of personal attachment.
 Dr. Merlino in the CC health system was using a systematic approach to meet the best
outcomes in the healthcare services. Present strategies of taking and measuring the
feedback from patient for improvement is best to continue for the next action plan
because these strategies are providing following benefits to the CC hospital;
 Increasing patient satisfaction
 Targeting to participate in the improved health of the population

 Managing and offering reasonable cost of the services
Present strategies are very beneficial in long-term profitable concept, patient satisfied
with the cost-effective treatment with personal attachment in healthy and safe
environment, can cause access expenses at initial stage. Continuous practice will increase
the number of patient visits because mouth-marketing will give profitable return to the
hospital.
 Dr. Merlino needs to make the changes in the health care services and delivery of the
healthcare services and train the health care professionals to engage in the patient
safety with great responsibility. Dr. Merlino is concerned to plan the approach in
healthcare system and he can use given steps;
 Identification of the issues
 Identify what is the reason behind dissatisfaction among the patients.
 Decide and communicate about the goal
 Guide and lead employees for active participation
 Measure the results and compare it with the previous achievements
Dr. Merlino can face resistance from the employees because they handle the aggressive and
anger patient, continuous pressure on employees to behave calm in frustrating situation can
lead challenges for the employees. Proper planning and training to employees with
employees compensation prizes can make he challenges easy going for the development of
CC hospital.

References
Chaitoff, A., Sun, B., Windover, A., Bokar, D., Featherall, J., Rothberg, M. B., et al. (2017).
Associations between physician empathy, physician characteristics, and standardized
measures of patient experience. Academic Medicine, 1464-1471.
Daly, J., Speedy, S., & Jackson, D. (2017). Contexts of nursing: An introduction. London:
Elsevier Health Sciences.
Demuijnck, G. a. (2016). The social license to operate. Journal of Business Ethics, 136(4),
675-685.
Klaming, L., & Haselager, P. (2013). Did my brain implant make me do it? Questions raised
by DBS regarding psychological continuity, responsibility for action and mental
competence. Neuroethics, 527-539.