Communicate with H.E.A.R.T.®

Empower employees to interact with patients, visitors and each other in a caring and compassionate way. Communicate with H.E.A.R.T.® uses interactive training sessions and practical tools to establish and sustain a culture of service excellence within your organization.

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Raise The Level of Service Excellence in Your Organization

Communicate with H.E.A.R.T.® is the Cleveland Clinic’s standard for teaching staff to communicate with empathy. Developed by healthcare professionals, this innovative program helps employees understand that their role in creating positive patient experiences is greater than the tasks associated with their job. Using interactive training and easy-to-remember tools, Communicate with H.E.A.R.T.® empowers staff to provide an exceptional patient and employee experience at every point of interaction.

Cleveland Clinic Experience Partners

A Proven Package

Cleveland Clinic Experience Partners has created a licensed package of tools for training, accountability, awareness, and recognition. Every tool, tactic and program has been successfully implemented with positive results at both Cleveland Clinic and other healthcare organizations.

Customized for Your Needs

Cleveland Clinic Experience Partners has successfully customized and delivered the Communicate with H.E.A.R.T.® training program to organizations both inside and outside of the healthcare industry—including clients in Canada, Europe and the Middle East.

Targeted Training Models


The Communicate with H.E.A.R.T.® program features distinct training modules that cover the full spectrum of service excellence:

  • S.T.A.R.T. with Heart® focuses on expected services behaviors to use in every interaction with patient, families and each other every time.
  • Respond with H.E.A.R.T.® is an innovative service recovery program that provides employees with tools to consistently and compassionately address patient concerns at the point of service.

Additional Communicate with H.E.A.R.T.® programs address more specific opportunities for service excellence:

  • Answer with H.E.A.R.T.® delivers training for exceptional phone service.
  • Coach with H.E.A.R.T.® provides tips and strategies for effective coaching conversations about service excellence.
  • Heart HuddlesSM utilizes short group activities designed to reinforce H.E.A.R.T. behaviors with work teams.
  • Lead with HeartSM trains managers to coach service behaviors, inspire team members and serve as a role model by leading with strength and empathy.

Why Focus on Service Excellence?


  • It benefits employees and patients by improving both employee engagement and patient experience.
  • Service excellence training has a quantifiable organizational impact.
  • Patient experience is directly related to CMS reimbursement.
  • Patient experience is a differentiator in attracting and retaining patients.
  • Nearly all healthcare organizations are pursuing a customer service strategy.
  • It’s simply the right thing to do.


Let’s talk about how your organization can start to benefit from the Communicate with H.E.A.R.T.® program.

Cleveland Clinic Experience Partners