Becker’s Healthcare Podcast Dr. Cliff Megerian, Chief Executive Officer, University Hospitals
Aug 7, 2025
In a fascinating conversation, Cliff Megerian, CEO of University Hospitals, shares his journey leading a major healthcare system. He emphasizes the importance of a culture of compassion, detailing innovative training that enhances patient experiences and operational efficiency. Megerian discusses strategic financial management amid healthcare challenges, particularly with an aging population. He also highlights proactive workforce retention strategies and key leadership lessons, showcasing the need for agility and creativity in driving healthcare forward.
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Hospitality Training Elevates Care
- Treat patients like guests in your home to elevate hospital hospitality and patient experience.
- Implement training in communication, emotional intelligence, and service recovery for frontline caregivers.
Patient Connection Builds Loyalty
- Patients have many healthcare options now, so feeling connected to their doctor or hospital impacts loyalty.
- People often remember how they feel during care more than the words said, highlighting the value of trust and compassion.
10-5 Engagement Rule Anecdote
- University Hospitals uses the 10-5 rule to engage patients and staff, creating a caring environment by acknowledging individuals from 10 feet away and offering help at 5 feet.
- Simple gestures like sitting at the bedside enhance trust and patient outcomes through compassionate care.
