Programs & Services
Programs & Services

Programs & Services

Our Best Practices are a set of tools, techniques, and methods that are measurable, replicable and evidence based to enhance our patients’ experience.

We actively engage our Caregivers to develop and implement best practices throughout the patient journey.

Tawasol Program

Tawasol, which means “connection” in Arabic, is an interactive, UAE-specific cultural training program developed and implemented at Cleveland Clinic Abu Dhabi. This comprehensive training program guides Caregivers on how to interact with patients and their families in a culturally competent and patient-focused manner.

The Tawasol program includes:

  • Cultural adaptation of Cleveland Clinic’s Communicate with H.E.A.R.T.® communication model for delivering service excellence
  • UAE-Specific cultural training
  • Cultural adaptation of best practices aimed at enhancing the patient experience


Cleveland Clinic Abu Dhabi employs Communicate with H.E.A.R.T.®, Cleveland Clinic’s communication model for delivering, developing and sustaining a culture of service excellence. This communication model empowers Caregivers to provide outstanding service to patients, visitors and fellow Caregivers in a culturally competent manner.

The H.E.A.R.T.® model also empowers leadership to recognize, reward and redirect behaviors to ensure delivery of service excellence throughout the patient journey.

Hourly Rounding

Adapted from US-based Cleveland Clinic, our clinical Caregivers proactively address patient needs by routinely rounding with each patient every hour, giving them peace of mind that their immediate concerns will be addressed in a timely manner.


At Cleveland Clinic Abu Dhabi, we have implemented Cleveland Clinic’s Help Us Support Healing (HUSH) initiative, which is a patient-centric approach to reduce nighttime noise and provide a restful, healing environment for our patients. Research has shown that patients heal faster when given time to rest. The HUSH program encourages patients’ families and friends to allow their loved ones to rest during designated hours of the day and night.