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Intel Report: Patient Experience

By Jonathan Bees  
   August 12, 2016

She says that the patient experience mission has expanded to encompass the full continuum of care as healthcare organizations focus both within and outside of the hospital setting, and increasingly migrate to a population health model.

"Our patients and families deserve an exceptional experience and care, and this is a key part of our mission. We focus across the continuum of care, and both patient and consumer experience is extremely important to our organization. We're very dedicated to whole-person care, addressing mind, body, and spirit at each point on the healthcare journey for our patients and families."

Patient experience improvement
This year's survey splits patient experience improvement areas into two broad categories—patient-focused and organization-focused—in order to better examine the areas in which providers are seeking improvement in an effort to meet their patient experience program goals.

The goals for patients and organizations, while generally in alignment for patient experience, are at times different.

For example, the top three patient-focused areas in which respondents say their organization seeks improvement in an effort to meet its patient experience program goals are patient satisfaction (79%), patient safety (65%), and clinical outcomes (54%).

Note that the response for delivering what the patient values (29%) falls in the middle of the range; while measuring factors such as satisfaction, safety, and quality may be core objectives, at some point, understanding the patient's perspective of value should also be considered.

For organizations, respondents indicate by a wide margin that HCAHPS or other CMS survey scores (79%) is the top organization-focused area in which their organization seeks improvement in an effort to meet its patient experience program goals. Responses for clinical outcomes (58%) and clinical staff engagement (46%) round out the top three responses.

Note that responses for business-oriented areas such as reimbursement (29%), market share (25%), and patient experience program return on investment (15%) are clearly in the second tier, indicating that business concerns are generally not among the key drivers behind patient experience programs.

That said, a greater share of organizations with a chief experience officer (20%) than those without one (11%) mention patient experience program return on investment, perhaps indicating that serving in the C-suite brings some financial accountability to the position.

Jonathan Bees is a research analyst for HealthLeaders.

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