[Music] well hello my name is Lesley dco and I'm from the Cleveland Clinic and I'm here today to spend a little time with you to walk through some patient centered care I'm a physician I also have my MBA in uh business uh my title of the presentation today is patient centered care and I have no disclosures to make the objectives today are to really look at the Cleveland Clinic vision mission and values and how those values and that mission statement and that Vision really play into everyday care that the caregivers provide at the Cleveland Clinic
so you can feel it you can palpate it throughout the organization we'll learn about our focus on patients first we'll understand how Mission Vision were created and how our values thread through all the decisions that we make and hopefully we'll have a shared understanding when we're done about The Virtuous cycle of safe high quality and patient- centered care so let me start with a story at the Cleveland Clinic we want our values to really feel through each of our decisions and our actions that we do as leaders every day so I am the chief safety
quality and patient experience officer and I also have the true honor to care for patients within our children's hospital here and one of the things we do every day as an executive team at the Cleveland Clinic is we participate in a huddle in fact we have six tiers of huddles at our organization the first tier starts at our Frontline and it's where our Frontline caregivers every morning talk about things that impacted safety or quality or a PA patient centered approach to our care and they talk about things that happened in the past 24 hours and
things that they look ahead in the future 24 hours that could go wrong and how do we work through that so things don't harm our patients or cause a an experience that's not empathetic so we talk about each of those things at tier one Cascades to tier two three four and finally all the way to tier six where our CEO and our executive team sit every day at 11: am here we talk about all those things that have cascaded up and it commits to our mission and our vision and all of the values we talk
about safety quality empathy and I'll show you all of those but the thing we do at the very end of every huddle each day is we go through and we say and we bow our heads in a moment uh a moment of silence and we say the names of every patient that passed in our care in the last 24 hours so we'll say those first names these could have been deaths that were from their cancer Journey or from other things but we say their first names and we honor them that is living your values that
is being patience centered that is connecting to your purpose so this is our mission at the Cleveland Clinic we updated this about a year ago right around our 100y year anniversary and it's caring for Life researching for health and educating those who serve this is our vision it's bold to be the best place to receive care anywhere and the best place to work in health care and what does that mean the best place to receive care anywhere how do you measure that and we talk about being a high reliability organization where our technology our process
and our people are embracing that whole system thinking how the patient is part of that system and how we care for them we measure that by aiming for top desile performance across all the things that matter most to our patients so really aiming for that top Desa performance that's when we felt like we've arrived that we can measure that we've arrived at our vision and we embarked the team around safety the quality and patient experience team embarked in making that Vision come to life and what we did it's a great exercise I really emplore each
of you to try it we we wrote an article think of a news article that was based in 2025 and we did this about a year ago so kind of at the end of towards the end of the pandemic 2021 is we started to do this and we said if we are the best place to receive care if we win the title of that what does that look and feel that and how do we get there and so we had a two-page news article that made that come to life for us and I'll highlight some
of those things throughout the slide um but I really do think this was one of the best moments we did as a team where we worked on telling our story in the future or in 2025 to make our mission and vision come alive we also have found as we say want to be the best place to receive care anywhere and of course the best place to work anywhere we have found this internal desire that we have this moral imperative to care for more patients because how can you be the best place or one of the
best places and not open your doors to more and more people more and more community members more and more people around the globe that need that care and so we really made it our mission and what we call our Mor Al imperative to grow and reach more patients and some of the premise on how we think about growth is not through that Financial lens but it's actually through the patient lens and we start with trust and we always say we're on a road of trust with our patients the moment we care for them whether it's
in a clinic or a hospital we are on this journey of trust and it's so easy to lose that trust from a patient if we harm them that something that was preventable a medication error that we lose their trust they leave our care and they don't want to come back if we don't communicate well if our teamwork is not good if we don't handle their discharge or their um follow-up care well we're losing their trust we think if we create a great trusting relationship no matter where they are in their illness or on their health
Journey that we will have that trust lead to more patience more patience will lead us to be better at what we do more efficient we subsequently will improve our finances be able to innovate more improve more results across Health Care improve our reputation and that virtuous cycle goes on and on and I'm biased because I lead safety quality and patient experience but I think starting there and getting that highly reliable will drive the rest of the business and not in the reverse it's starting there creating trust growth and financial um benefits will come so that's
The Virtuous cycle we believe in here at the Cleveland Clinic these are our values you heard me speak to some of them but I'll just read them safety and quality teamwork empathy inclusion integrity and Innovation those need to thread through our behaviors each and every day and this would be the best visual I have for how we think about it here so our leaders Drive the culture and I'll give you some examples of how we do this but leaders directly influence and model what is valued and what gets valued very important there culture drives our
people culture shapes the attitudes and the behaviors and it creates durable ways those behaviors that are seen at the bedside or in the clinic when our caregivers are with our patients what are those behaviors that Define our culture we spend a lot of time on that here and then our people drive that progress whether it's patient care or services or the business side of healthcare they're driving that all so think of leaders culture and progress now let me give you a few examples leadership rounds every month we have hundreds of leaders across all of our
sites um all go out and round together and we do this we set a time it's usually a Thursday afternoon where we have a topic and we go out and round um you can see in the picture here we have direct questions we give cards and we put um our leaders in rounding groups in that top picture you can see that's our CEO out rounding we have some other Hospital presidents here pictured we were on both on patients and we talked to caregivers and we do this for about an hour or more we start in
a room and we talk about the topic for instance the last um month's topic was around caregiver burnout or how do we create more fulfillment in our caregiver um and we go out and around for about an hour and then we come back and debrief and share our learnings um and we do that across all of our Hospital sites and so we can share all those learnings together as well again that's living your values going out and speaking to those important things that matter most every day the next next example is called Planet care visits
and the planet care visit is simply the provider physician or advanced practice provider with the nurse with other members of The healthc Care team at the bedside talking to the patient and family each and every day about the plan of care This Is How We Care at the Cleveland Clinic a team-based Approach at the bedside every day this construct no matter who you are whether you're a new nurse on the unit or you're a physici that's been there for 20 years you should know this construct and this expectation at the Cleveland Clinic are we perfect
at it we are not but this is our stake in the ground of how we care for our patients and keep that patient at the center of everything we do from communication to decision making so I spoke already about what guides us our vision our mission and our values I want to go in a little bit deeper on how we also have some Frameworks or mental models on how we think about this so we have our guiding principles and this we speak to quite a bit and I'll just read it treat patients and fellow caregivers
as family and Cleveland Clinic as your home so we think about this a lot like how do we treat our our fellow caregivers and those patients just like their your parents or sibling and then the clinic as your home so taking care of our facilities taking care of it as your home and you'll hear our CEO refer to this a lot this is our home these are our family members again very patient centered our care priorities we call these the four cares patients care for our caregivers we care for our community and we care for
our organization when we do our decision making our strategic planning everything is based around around this framework of the four cares when we report out to our boards we do it around the four cares so we'll start for with care for the patients we'll go through all of our metrics around safety quality patient experience care for the caregivers we'll talk about engagement what does our Workforce numbers look like Community how are we giving back what are we seeing and the organization those are when our financial metrics notice really important care for patients comes first in
all of our meetings or organization Financial metrics come last in all of our meetings again patient Centric approach and our strategic goals are listed there so as I wrap up I want to tell you two other stories um and the uh individual on your left she's a wonderful caretaker she actually is part of our team we call them environmental service um technicians they clean our hospital rooms and you can imagine what a challenging job this is and we really strive for empathy in all of our caregivers and we teach them empathetic behaviors but this caregiver
took it upon herself to learn how to fold towels in very unique ways she's holding a butterfly um in the bag is a owl but she's done beautiful ones and she'll take them and she'll do them with the patients while she's cleaning the room and the beauty is she's also taught the whole staff at the hospital that cleans rooms how to create and so it's become a moment for us to live our values of empathy taking a time uh with our patients and uh truly shows how your your your patient first attitude can kind of
come out in any role that you have and then this is our volunteer program and that's one of our volunteer dogs so um we have many devoted wonderful volunteers we are so grateful for all of them and we open that up for um volunteers to bring dogs so we have dogs that come all hours of the days with their owner we've approved these dogs based on their um behaviors as long as they're well behaved dogs and they pass our tests they get to come in and they spend time with not only the patients um but
also with our caregivers our caregivers love our volunteer dogs they all have cute names they're all really fun to play with um and you can see them as you walk through our hallways all all of the time we have different dogs walking through our hallways with their owners as as well so I am going to end there I want to appreciate share my gratitude and appreciation for each of you leading healthc care healthc care is such a challenging space to be we have so much to give and every day we have so many patients that
need our abilities so thank you for leading please remember that when you lead with that virtuous cycle thinking about patience and Trust first everything else will come so thank you very [Music] much [Music]
