Becker's Healthcare January 24, 2025
University Hospitals, a 21-hospital health system based in Cleveland, is focused on improving patient access and experience through four key axes. Part of that process includes creating as many touchpoints as possible — such as urgent care expansion — to keep patients connected to appropriate care.
In a conversation with Becker’s, COO Paul Hinchey, MD, discussed these efforts as well as other strategic moves at the organization.
Editor’s note: Responses were lightly edited for length and clarity.
Question: How does University Hospitals plan to create value through customer experience in 2025, and what strategies will be prioritized to ensure patient interactions are seamless and compassionate across all care settings?
Dr. Paul Hinchey: Knowing that patients have a lot of choice...
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