Healthcare has traditionally focused on the results of the medical and financial performance. The big question is always, "How much will it cost?" What happens, though, if health care is also considered the question "How do patients feel?" This case looks like when you try to Cleveland Clinic, to answer the last question, trying to institutionalize empathy as part of her medical care. "Hide
by Ananth KR, Anita Tucker Source: Harvard Business School 24 pages. Publication Date: September 12, 2011. Prod. #: 612031-PDF-ENG
