Abstract

The case illustrates the organizational structureand innovation pursued in the Cleveland clinic to changethe dynamicsof hospital services in orderto increase the overall services and level of patient care offered. From the inceptionoftheclinic, the management remainsfocused on bringing innovation and advanced culture so as to align the clinical servicewith the marketneeds.

The Cleveland clinic has a vast customer footfall in 40 locations and some from international patients. The Cleveland clinic aims to develop the culture of compassion, corporation andinnovation.In doing so, it has empowered employees to improve the patient’ssatisfaction rate and reduce the complaint rate.

In addition, it also incorporated a digitalsystem that could offer reports of the patient’s history with one click. This improved the diagnosis and also increased the level of service and successful patient care cases.Moreover, to delight the patient, the hospital also offered urgentappointmentsas it realized the need and the haste the patients face duringthe course of treatment. This has greatly increased the customer flux and resulted in improvedbrandrecognition in themarket.

All these above factors have though improved the overall success rate and patient care plans, however, in the recent period, the clinic is planning to expand into other marketsas well.Though it already has international clientele, however, the competition in external marketsandbrandrecognition of other international clinics is a challenge, along with the incorporation of same culture in internationalmarket as in the Canadian market.

Keywords:  Patient Care, Technology, innovation, employee empowerment

Cleveland Clinic Transformation And Growth Harvard Case Solution & Analysis

Key issues

Since its inception, the company focused on developing strongcultural values and corporate identity of serving the customers first along with the specific Brand DNA and moving into other regions posits the following challenges.

• Since theCanadian market is different market from Middle East and especially Abu Dhabi, the maintenance of customer delight and satisfaction throughthe similarservices will be an issue for the company.
• The sustainability and inculcation of the basic culture into a new marketplace is an issue as it will require the company to either expiate into these regions or offer excessivetrainingaccording to the new market type.
• The organization mightbe required to adopt new technologies, sincedifferent markets have different adaption level to technology, along with different diseasetypesand customer response to the proposed technology in the system.
• In addition to this, themarket behaviortowards Cleveland is different as compared to Canada, dueto the presence of well-developed competition in these markets.

Situational Analysis

Cleveland Clinic has developed a strong marketstance in the Canadianmarketthrough constantly innovating its processes, operations and policiesin order to alignwith the changing market needs and also developa strong competitiveedge.

In doing so, it has also developed a new system of patient care plan, offering immediate reports and appointments along with substantial staff care so as to delight the customers. Moreover, since Cleveland understands the value of effective staff andemployee motivation, it incorporatedexcessive care plans for theemployees first among with the revised HR practices and salary packages so as to maintain themorale andservice level in the hospital.In addition to this, the company also incorporated a powerfultechnologysystem which could record and fetch the reports of a particular patient with one click, reducing the physicians’ efforts and channeling them at the right place...............

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