Horizon Blog

Horizon Adopts Cleveland Clinic Service Model to Enrich Our Company Culture

May 6th, 2013

HeartModel_ClevelandClinicThroughout May and June, Horizon will be implementing the S.T.A.R.T. with HeartSM and Respond with H.E.A.R.T. resources from the Cleveland Clinic to enrich our staff with compassionate and caring communication.

By implementing this world renowned model, we will help train our staff on how to create a positive atmosphere and culture both internally and externally for our clients, co-workers, and ourselves.  (The image above was developed to show the communication component of our training.)

Our goal is to make the models the new Horizon standard for how to handle situations when things go wrong with clients or co-workers. Since all of us impact the client experience, it is important for us to realize that no matter what position we are in that we are an essential part of the team and overall client experience.

S.T.A.R.T. with HeartSM  is a customer service training program that provides practical skills and tools for employees to use as standards of behavior for all clients, families and co-workers.

This communication model provides an easy way for employees to remember nine key Expected Service Behaviors.  We are holding S.T.A.R.T. with HeartSM workshops for our team.  These will be highly interactive learning sessions where employees will have the opportunity to:

  • Increase their awareness of the impact of EVERY client, visitor and employee interaction, every day, every time.
  • Understand that the role of the employee is greater than the tasks associated with his/her job.
  • Understand that counselors and employees should feel empowered to do whatever it takes to deliver world class care

The Respond with H.E.A.R.T.® model is the innovative service recovery program used throughout Cleveland Clinic health system.

This model provides employees with tools to help them consistently address clients concerns at the point of service. It also empowers employees to communicate with clients, families, and co-workers in a caring and compassionate way. Employees practice skills in small groups, using real-life situations, role-plays and table discussions.

With this service recovery component, an organization finds itself with employees that both understand cultural service excellence standards and can provide service recovery in a consistent, supportive and effective manner.


Horizon is committed to the training and development of all of our staff.  For more information about how we are committed to our staff as well as to see our current job opportunities, visit our careers page.

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