CARE GIVING COACHING FOR AT CLEVELAND CLINIC - International Coaching Federation
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COACHING FOR CARE GIVING AT CLEVELAND CLINIC
2020 International Prism Award Celebrated Nominee
Cleveland Clinic
Renowned for its dedication to patient-centered care When the COVID-19 pandemic struck, the institution’s
and innovation, Cleveland Clinic reached its mature coaching culture allowed it to quickly
centennial year in 2021. A few years earlier, the Ohio- implement agile practices that provide even more
based academic medical center achieved a support through an on-demand virtual coaching
different, but equally important milestone in this case program. In this way, the medical center was able to
for caregiver and leadership development – ten years support physicians and organization leaders alike as
of building a coaching culture for its 68,728 they navigated the uncertain times while empowering
caregivers all around the world. them to sustain their commitment to the communities
they serve.
Cleveland Clinic weaves coaching throughout all
caregiver experiences, from onboarding and In recognition of its dedicated approach to coaching,
development to performance management and even the International Coaching Federation (ICF) named
retirement and beyond. Cleveland Clinic a Celebrated Nominee for the 2020
International Prism Award. ICF’s Prism Award program
Built on the foundational belief that all caregivers can
honors organizations that have achieved the highest
benefit from coaching, Cleveland Clinic has trained
standard of excellence in coaching programs that yield
more than 2,600 managers and leaders on how to
discernible and measurable positive impacts, meet
adopt a coaching approach to leadership. The
rigorous professional standards, achieve key strategic
beneficial effect of this investment is passing a
goals, and shape organizational culture (Learn more at
coaching culture forward not only to Cleveland Clinic
coachingfederation.org/prism-award).
physicians, administrators, and caregivers, but also to
patients and their families. Bringing Coaching to Life
“Our coaching is relationship-centered and rooted To ensure a full commitment to professional
with our value of empathy where we help others think coaching standards, the organization aligned its
through their goals and motivations to determine their coaching program and training with ICF’s definition of
path forward,” said Chris Nagel, PCC, coaching, Code of Ethics and Core Coaching
nominating coach and Senior Director for Organization Competencies. Cleveland Clinic operates two separate
and Leadership Development of Cleveland Clinic’s coaching centers for physicians and non-physician
Mandel Global Leadership and Learning Institute. “This organization leaders. The two centers closely
comes down to our firm belief that everyone has the collaborate to align coaching activities and training for
opportunity to grow and develop for a lifetime.” both audiences. In addition to one-on-one and groupcoaching, a peer coaching program brings doctors A medical director (and Cleveland Clinic’s 2019 Internal
from different departments together with physicians Peer Coach of the Year) said a coaching approach
internally trained as peer coaches to collaboratively set enabled him to positively impact all of the lives his
goals, such as improving communication or addressing peer coachee touched, including his coachee’s
burnout. The benefits of such a peer-based program patients, on a daily basis.
extend to coaching participants, but also to the
“I realized I’m touching the lives of the patients that
coaches themselves who use their skills even outside
they are touching and impacting,” he said. “That’s
of formal coaching relationships.
essentially why I became a physician leader and now a
“The peer coaches are using coaching skills to affect coach.”
motivational and behavioral change with their patients,
Coaching for Empathy
with their colleagues and in their personal lives,” said
Andrea Sikon, MD, FACP, ACC, and Executive Director In alignment with its “patient-first” mantra, empathy is
of the Cleveland Clinic Center for Excellence in a core value for Cleveland Clinic’s culture. A survey
Coaching and Mentoring. “It unlocks that skillset and of peer coach training participants indicated a 20%
gets coaching out to the masses.” increase in confidence demonstrating empathy as a
result of this training.
A Decade of Coaching Excellence
The Associate Chief of Clinical Operations for
At its start in 2009, Cleveland Clinic’s coaching
Cleveland Clinic Community Care —a peer coach—
program was primarily performance-based. As the
explained the connection between empathy and
program evolved, the focus shifted to developmental
coaching: “It speaks to a very kind and human
coaching as a way to accelerate and foster strong
approach in how we develop our most important
relationships between leaders through improved
resource, which is our people.”
communication. The initial success of coaching—which
earned buy-in all the way to the top of the Managers and leaders trained in using coaching
organization—led to the adoption of a philosophy techniques during daily interactions also learn how to
throughout the institution—‘Inspire & Coach.’ Today that transform their review processes into real-time
principle is now one of the organization’s four leader coaching conversations. Such discussions reframe the
behaviors. Leaders throughout the organization are experience from a reactionary, metric-focused review
expected to lead using a coach approach— into a reflection-based dialogue designed to inspire
including during frequent check-in conversations with and engage, but also to assess empathy. One
their teams. Leaders’ effectiveness in this skill set is physician leader described a course geared toward
part of their evaluation criteria. getting the most out of the annual review as an
“incredible learning experience.”
“It speaks to a very kind and human
approach in how we develop our most
important resource, which is our people.”
Associate Chief of Clinical Operations for Cleveland Clinic
Community CareAdopting New Approaches During a Pandemic ROI: $84 Million USD Saved in Retention
The onset of the COVID-19 pandemic in early 2020 The economic cost of physician burnout is a challenge
brought with it a heightened sense of uncertainty for throughout the healthcare industry. But Cleveland
many health care professionals. In response to these Clinic’s coaching program is having a positive impact
challenges, Cleveland Clinic quickly augmented its on addressing this issue and reaping rewards. To date,
traditional coaching offerings with an Express more than 160 physicians who worked with a coach
Coaching program that was operational within a week. indicated the coaching experience was a key factor in
Through the program, leaders navigating the their decision to stay with the organization. Cleveland
complexities of responding to the novel coronavirus Clinic estimates this alone saved the organization $84
were able to connect with an internal coach for a million in physician retention.
one-time, 30-minute virtual session. Half of the
“The peer coaches are using coaching
on-demand requests came from first-time leaders and
skills to affect motiviational and behavioral
managers, including one who needed to inform her
change with their patients, with their
behind-the-scenes staff that they’d now be working
colleagues and in their personal lives. It
directly with patients in the ICU.
unlocks that skillset and gets coaching out
“We were able to gain a quick pulse and validate the to the masses.”
need for this type of support based on the themes and Andrea Sikon, MD, FACP, ACC
Executive Director, Cleveland Clinic Center for Excellence in
urgency of the coaching requests,” said Ashley Villani, Coaching and Mentoring
ACC, Manager of Cleveland Clinic’s Mandel Global
Through coaching surveys, Cleveland Clinic also
Leadership and Learning Institute’s coaching program
calculated the transformational nature of its coaching
and internal coach. “Additionally, we immediately
program. Nearly 90% of caregivers surveyed said
transitioned all of our coaching from in person to virtual
working with a coach helped clarify their values and
for everyone’s safety and well-being, which provided a
goals for personal growth. Eighty-six percent of
secondary value of increasing access to coaching and
caregivers said they felt more prepared to advance in
its impact across the organization.”
their career. In 2019, a popular customer loyalty metric
Cleveland Clinic also lent support to the coaches found Cleveland Clinic scored nearly 30 points higher
themselves with monthly calls for its internal coaching than a benchmark of excellence for those who would
community throughout 2020. These calls focused on recommend coaching to a friend or colleague. The
ways to use coaching skills to build resilience, such organization also found that its internal coaches
as processing emotions and fostering trust in a virtual reported similar benefits such as increased fulfillment,
work environment. The organization also saw engagement and resilience.
attendance in its ongoing coach development
Coaching for 2021 and Beyond
sessions double during the pandemic. Topics included
implicit bias in coaching conversations, the importance Cleveland Clinic remains dedicated not only to its own
of non-verbal virtual communication, and working with coaching culture, but also to educating industry peers
coaching participants in acute distress. on the benefits of creating a coaching program. Seniorcoaching leaders have presented at more than 130 Additional goals for 2021 include gaining greater
academic conferences, and the organization has insight into coaching’s impact by aligning experience
collaborated with eight national healthcare institutions data from patients who were attended by
seeking to launch their own peer coaching programs. coach-trained physicians . A continued support system
in fostering a world-class coaching culture has enabled
The organization continues to focus on expanding
Cleveland Clinic to impact the lives of its caregivers
the reach and impact of its coaching culture, including
while also enhancing the value for its most important
within the institution’s international locations.
priority—patients.
The International Coaching Federation (ICF) is the world’s largest organization leading the global advancement of the coaching profession
and fostering coaching’s role as an integral part of society. Founded in 1995, its 35,000+ members located in more than 140 countries and
territories work toward common goals of enhancing awareness of coaching and upholding the integrity of the profession through lifelong
learning and upholding the highest ethical standards. Through the work of its six unique family organizations, ICF empowers professional
coaches, coaching clients, organizations, communities and the world through coaching. Visit coachingfederation.org to learn more.
coachingfederation.org
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