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<br /> Lead the Way<br /> Inside:<br /> Experiencing Care: At Its Best<br /> Anesthesia’s Next Frontier<br /> The Answer is Always BME<br /> The First Ever Innovation Playbook<br /> Continuously Improving<br /> Getting to Know You<br /> A Great Friend: Steve Sullivan<br /> February 2013<br /> Experiencing Care: At Its Best<br /> Cleveland Clinic patients, as well as retail customers or resort visitors may notice newfound<br /> service quality when voicing concerns, thanks to Cleveland Clinic’s Office of Patient<br /> Experience. The innovative new program, Communicate with H.E.A.R.T.SM, gives employees<br /> a solid foundation of expected behaviors as well as an easy five-step model to respond to<br /> concerned patients. H.E.A.R.T. has already helped to improve valuable healthcare service<br /> metrics, and the potential locations of where it can be applied continues to grow.<br /> Communicate with H.E.A.R.T.SM was the result of a much-needed modification to Clevelan<a title="CCI Newsletter February 2013 page 1" href="http://viewer.zmags.com/publication/21243027?page=1"> Lead the Way Inside: Experiencing Care: At I</a> <a title="CCI Newsletter February 2013 page 2" href="http://viewer.zmags.com/publication/21243027?page=2"> Experiencing Care: At Its Best Cleveland Clinic</a> <a title="CCI Newsletter February 2013 page 3" href="http://viewer.zmags.com/publication/21243027?page=3"> </a> <a title="CCI Newsletter February 2013 page 4" href="http://viewer.zmags.com/publication/21243027?page=4"> Anesthesia’s Next Frontier Cleveland Clinic I</a> <a title="CCI Newsletter February 2013 page 5" href="http://viewer.zmags.com/publication/21243027?page=5"> “Much like a pilot, anesthesiologists rely on num</a> <a title="CCI Newsletter February 2013 page 6" href="http://viewer.zmags.com/publication/21243027?page=6"> cont. Anesthesia’s Next Frontier CCI connected wi</a> <a title="CCI Newsletter February 2013 page 7" href="http://viewer.zmags.com/publication/21243027?page=7"> </a> <a title="CCI Newsletter February 2013 page 8" href="http://viewer.zmags.com/publication/21243027?page=8"> The Answer is Always BME Geoffrey Vince, PhD, </a> <a title="CCI Newsletter February 2013 page 9" href="http://viewer.zmags.com/publication/21243027?page=9"> Dr. Vince has been working on an external ultraso</a> <a title="CCI Newsletter February 2013 page 10" href="http://viewer.zmags.com/publication/21243027?page=10"> The First Ever Innovation Playbook With an unprec</a> <a title="CCI Newsletter February 2013 page 11" href="http://viewer.zmags.com/publication/21243027?page=11"> While the institutions may be largely similar in </a> <a title="CCI Newsletter February 2013 page 12" href="http://viewer.zmags.com/publication/21243027?page=12"> Continuously Improving After a decade of grow</a> <a title="CCI Newsletter February 2013 page 13" href="http://viewer.zmags.com/publication/21243027?page=13"> </a> <a title="CCI Newsletter February 2013 page 14" href="http://viewer.zmags.com/publication/21243027?page=14"> Getting to Know You Adele Gulfo President, Lat</a> <a title="CCI Newsletter February 2013 page 15" href="http://viewer.zmags.com/publication/21243027?page=15"> Joseph Foss, MD Staff, Director of Clinical Resea</a> <a title="CCI Newsletter February 2013 page 16" href="http://viewer.zmags.com/publication/21243027?page=16"> A Great Friend: Steve Sullivan On Thanksgiving</a> <a title="CCI Newsletter February 2013 page 17" href="http://viewer.zmags.com/publication/21243027?page=17"> “Steve had many talents as a scientist, mentor, f</a> <a title="CCI Newsletter February 2013 page 18" href="http://viewer.zmags.com/publication/21243027?page=18"> Finding Balance through Innovation October</a>