CLEVELANDThe Cleveland Clinic has added the position of chief experience officer to its executive team and named physician Bridget Duffy to fill it.
Duffy, 47, joined the clinics staff June 15 but previously was dispatched to Cleveland as a consultant and medical adviser for the Earl and Doris Bakken Foundation as chairwoman of the steering committee during the launch of the clinics Bakken Heart-Brain Institute. The Bakken institute explores interactions between the nervous and cardiovascular systems and scientifically sound, holistic treatment of heart and brain disorders.
Duffy said Earl Bakken, inventor of the first wearable pacemaker, shares with her a frustration that in modern medicine the higher tech you get the more inhumane often the experience is.
In her new role, Duffy will lead the Cleveland Clinics efforts to infuse empathy into every aspect of its organizational culture, including the physical space, emotional experience of patients and well-being of employees. Weve pulled together a multidisciplinary team to help design this, Duffy said. That includes a patient advisory council initiated by a patient who had a not-so-good experience several years ago.
When patients come in here and theyre sick, theyre at their most vulnerable, so we are going to ask them what they need to heal and then bring those resources to bear, Duffy said. But for any of that to make a difference, she said, every employee will have to play a role. Were here to help people heal, whether youre emptying the garbage or putting a heart valve in.
Duffy received her medical degree from the University of Minnesota Medical School and completed her residency in internal medicine at 627-bed Abbott Northwestern Hospital in Minneapolis, where she was medical director for its hospitalist service.