RIT Partners with Cleveland Clinic Florida on Service Training




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Rochester Institute of Technology’s health systems administration master’s program has entered a new partnership with the Cleveland Clinic Florida in Naples. The alliance, which began March 7, allows RIT students to attend weeklong sessions at the clinic as part of the course, Customer Relationship Management.

Inaugural sessions, April 21-25, will feature guest lectures by James Gilmore, a consultant, co-author of The Experience Economy: Work Is Theatre & Every Business a Stage, and co-editor of Markets of One: Creating Customer-Unique Value through Mass Customization. Healthcare industry experts, Cleveland Clinic consultants and RIT health systems administration faculty will teach the design of healthcare delivery systems based on the Cleveland Clinic’s “healing hospitality” customer-centric model. In addition, four other courses—Workforce Development, Bioethics, Health Systems Planning, and Service Leadership—will also be instructed at the clinic in future academic quarters.

“To survive, healthcare providers must design and deliver healthcare recognizing that the industry provides a service,” says Linda Underhill, RIT program chair. “The concept of ‘healing hospitality’ was developed and perfected by the Cleveland Clinic in Naples, which built a hospitality service model on this belief. Professionals from every element of healthcare will gain from this educational experience as it provides them with the tools needed to differentiate themselves in the eye of the consumer.” The Cleveland Clinic is unique, she adds, as a clinic and hospital with the ambiance of a hotel.

Established in 1988, Cleveland Clinic Florida is affiliated with The Cleveland Clinic in Ohio. Medical students from the Ohio State University College of Medicine and Public Health and the University of South Florida also train at the Florida location.

Note: RIT’s health systems administration graduate program, managed by the university’s School of Hospitality and Service Management in the College of Applied Science and Technology, offers nine courses in the executive leader program. Courses are taught online, on campus and on-site at the Cleveland Clinic Florida in Naples. For more information, visit http://www.rit.edu/~hsawww/ELP.