It happened eight years ago, but I remember it like it was yesterday. I had been invited to Harvard Business School to discuss a case study on Cleveland Clinic. After a very positive first session, a student at the second session raised her hand and said, “Dr. Cosgrove, my father needed mitral valve surgery. We knew about Cleveland Clinic and the excellent results you had. But we decided not to go because we heard you had no empathy there. We went to another hospital instead.”
The student then asked me: “Dr. Cosgrove, do you teach empathy at Cleveland Clinic?”
