How Far Are You Willing To Go To Improve Consumer Satisfaction?

Do you want to increase consumer satisfaction with your services?  Every executive team in health and human services says they want to – but how far are they willing to go?   That was my reaction when reading about the improvements in consumer satisfaction at the Cleveland Clinic, in Micah Soloman’s recent Forbes article, Cleveland Clinic’s Patient Satisfaction Strategy: A Millennial-Friendly Experience Overhaul.

The change?  Cleveland Clinic now does “about a million” same-day appointments a year. Their premise – anyone calling Cleveland Clinic for an appointment for any specialty, can be seen on the same day. When the Cleveland . . .