In an article on the increased focus on patient satisfaction at hospitals, Wall Street Journal writer Laura Landro highlights positive measures taken at The Cleveland Clinic.

Titled "A Financial Incentive for Better Bedside Manner," the feature illustrates how a patient's opinion of a hospital is greatly shaped by how they are treated both in and out of the operating room.

"Cleveland Clinic Chief Executive Delos "Toby" Cosgrove, a heart surgeon by training, says he had an epiphany several years ago at a Harvard Business School seminar, where a young woman raised her hand and told him that despite the clinic's stellar medical reputation, her grandfather had chosen to go elsewhere for surgery because 'we heard you don't have empathy.'" Landro writes.

To improve the Clinic's patient-satisfaction scores, which ranked below the national average, the hospital opened an Office of Patient Experience, and began putting "caregiver" on the badges of all employees. More than 40,000 staffers -- from doctors to parking attendants -- were put through training programs on delivering ideal patient experiences. The hospital launched HEART -- hear the concern, empathize, apologize, respond and thank. It developed a Healing Services team to offer complimentary light massages, aromatherapy, spiritual care and other holistic services. There were more than 18,000 services offered in 2010.

Since 2008, the Cleveland Clinic's overall hospital ratings have increased by 89%. And compared to last year, the annual volume of complaints the hospital has received will show a 5% decline over last year.

Check out the rest of the report here.