Webvent Academy

Bringing Professionals Together

Creating a Patients First Culture: How the Cleveland Clinic Produced Lasting, Sustainable Change

Thursday, August 27, 2015 2:00pm - 3:00pm EDT  
Host: Association for Talent Development
By: Michael O’Connell

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“Patients first” is the guiding principle of the Cleveland Clinic; the organization strives to provide outstanding and compassionate care and service. But creating the kind of culture capable of delivering such comprehensive service was a process years in the making. When the Cleveland Clinic created a program for a networkwide culture shift, the organization had two goals: Create a more satisfying experience for patients and produce highly engaged employees.

Many years and several lessons learned later, the successful cultural shift positively affects millions of patients and thousands of employees.

This webinar will look at what it took to create such a fundamental cultural shift and the framework the Cleveland Clinic uses daily to maintain it.

In this webinar, you will learn how to:

  • Implement cultural change in a large healthcare system.
  • Sustain that cultural change even when more than 70 percent of traditional change efforts do not succeed.
  • Create lasting strategies to improve physician, clinical staff, and hospital employee engagement.


Please register above to view this Webinar.


Michael O’Connell
Michael O’Connell

Michael O’Connell is vice president of clinical and support services for Marymount Hospital, a Cleveland Clinic hospital, in Garfield Heights, Ohio. He is responsible for hundreds of employees in the departments of radiology, lab, cardiopulmonary services, pharmacy, security, emergency management, and facilities. Michael oversees services at three campuses; serves as the corporate compliance official, safety officer, and environment of care chair; and is responsible for all construction and renovation projects. He is executive sponsor for the hospital’s Green Team and Helping Hands Committee. Prior to his current position, Michael served in various leadership roles at Cleveland Clinic for 15 years, including vice president of clinical services, vice president of operations and physician services, vice president of professional and physician services, and senior director.

Michael has a master of health administration degree from Saint Louis University and a bachelor of science degree from University of Illinois, Urbana. He is certified in health care management and medical practice and is a fellow in the American College of Medical Practice Executives and American College of Healthcare Executives.


  • Multi-Health Systems (MHS)

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