November 24, 2019 – Dr. Merlino rejoins Cleveland Clinic after nearly five years at Press Ganey. Cleveland Clinic has named James Merlino, M.D., to the newly created post of Chief Clinical Transformation Officer, effective Dec. 1, 2019.
In this position, Dr. Merlino will oversee the Office of Patient Experience, Enterprise Quality & Safety and the Office of Continuous Improvement. He will report directly to Cleveland Clinic CEO and President Tom Mihaljevic, M.D.
Dr. Merlino is returning to Cleveland Clinic, where he served as a colorectal surgeon, Chief Experience Officer and Associate Chief of Staff from 2009 to 2014, after nearly five years at Press Ganey, most recently as its Chief Transformation Officer.
“By welcoming Dr. Merlino back to Cleveland Clinic, we’re gaining a national expert in the fields of patient experience and quality and safety,” Dr. Mihaljevic said. “His experiences make him uniquely qualified to lead our clinical transformation program and to continue building on our successes in quality, safety, and patient experience.”
At Press Ganey, Dr. Merlino served as President and Chief Medical Officer of the strategic consulting division since 2015, taking on the expanded role of Chief Transformation Officer in 2018, where he led the development of an integrated organizational strategy to broaden the definition of patient experience to include safe, high-quality, and patient-centered care situated on a foundation of an aligned and engaged healthcare culture. He has led transformational strategy engagements with more than 70 of the nation’s largest healthcare organizations.
“It’s wonderful to be back at Cleveland Clinic,” Dr. Merlino said. “Press Ganey is at the forefront of transformational strategy and I’m excited to use my experience with them to help execute the bold strategic vision laid out by Dr. Mihaljevic. Our No. 1 goal as healthcare providers is to improve the environment for patient care and caregivers, which is only possible through a critical interdependence of safety, quality, and the experience of care.”
Dr. Merlino holds a bachelor’s degree in business administration from Baldwin-Wallace College and a medical degree from Case Western Reserve University School of Medicine. He completed his general surgery training at University Hospitals of Cleveland and his colorectal surgery fellowship at Cleveland Clinic.
In 2013, HealthLeaders Magazine named Dr. Merlino as one of “20 people who make healthcare better,” and Becker’s Hospital Review listed him among the top 50 experts in healthcare safety four years in a row (2015-2018). In 2014, he released his first book, “Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way” and is an editor of “Zero Harm: How to Achieve Patient and Workforce Safety in Healthcare,” released in 2018.
His wife, Amy Merlino, M.D., is Cleveland Clinic’s Chief Medical Information Officer and a maternal-fetal medicine specialist at Cleveland Clinic.
About Cleveland Clinic
Cleveland Clinic is a nonprofit multispecialty academic medical center that integrates clinical and hospital care with research and education. Located in Cleveland, Ohio, it was founded in 1921 by four renowned physicians with a vision of providing outstanding patient care based upon the principles of cooperation, compassion and innovation. Cleveland Clinic has pioneered many medical breakthroughs, including coronary artery bypass surgery and the first face transplant in the United States. U.S. News & World Report consistently names Cleveland Clinic as one of the nation’s best hospitals in its annual “America’s Best Hospitals” survey. Among Cleveland Clinic’s 66,000 employees are more than 4,200 salaried physicians and researchers and 16,600 nurses, representing 140 medical specialties and subspecialties. Cleveland Clinic’s health system includes a 165-acre main campus near downtown Cleveland, 11 regional hospitals in northeast Ohio, more than 180 northern Ohio outpatient locations – including 18 full-service family health centers and three health and wellness centers – and locations in southeast Florida; Las Vegas, Nevada; Toronto, Canada; Abu Dhabi, UAE; and London, England. In 2018, there were 7.9 million total outpatient visits, 238,000 hospital admissions and observations, and 220,000 surgical cases throughout Cleveland Clinic’s health system. Patients came for treatment from every state and 185 countries. Visit us at Follow us at and News and resources are available at