Cleveland Clinic 
Intermediate level

Developing a culture of improvement at Cleveland Clinic, Finance Division

Building a culture of problem solving in the Finance Division
Wednesday, Nov. 1 Location Code
7:55am-11:55am Cleveland Clinic (finance) WT/03



This content will not be available on-demand.

During this tour, the Cleveland Clinic finance team will share how it builds and strengthens the systems and behaviors described in its continuous improvement model. The team will also share how it is aligning continuous improvement principles with automation to transform the model of health care finance.


The Cleveland Clinic Finance Division began its continuous improvement transformation journey in 2013 as the organization’s first cultural transformation model area. Its journey began with an enterprise A3 centered on creating a culture of improvement, defined as every caregiver capable, empowered and expected to make improvements every day. The Finance Division’s journey informed the development of the "Cleveland Clinic Improvement Model" (CCIM, — a roadmap for the entire organization to build its desired culture. Since then, continuous improvement has become ingrained in the team’s culture, with over 2,000 caregiver-driven improvements completed annually and leading to huge improvements in patient experience, caregiver engagement (48th to 95th percentile) and financial outcomes.

Please note: Participants must comply with Cleveland Clinic COVID-19 and masking policies. No photos or videos will be allowed in patient care areas


Cleveland Clinic is a large, non-profit, academic healthcare system with 77,000 caregivers, 22 hospitals and 275 outpatient facilities around the globe. Ranked #2 hospital worldwide by Newsweek, it provides advanced, high-quality, compassionate care for millions of patients annually, all while conducting life-changing research and educating future caregivers.

Restrictions / Requirements

To participate in a tour, all attendees must adhere to and respect the tour hosts' restrictions and requirements.
Non-adherence may exclude you from a tour.

  • No photographs
  • No recording devices
  • Leather like closed-toe shoes (No high heels)
  • Long or short-sleeved shirt/blouse
  • Long pants (no shorts, skirts, dresses)
  • Other: See tour description
  • Signed non-disclosure agreement