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Intel Report: Patient Experience

By Jonathan Bees  
   August 12, 2016

Tracking and measuring patient experience success
One of the keys to improving an organization's patient experience program is timely and accurate tracking of performance. Discovering that a patient has had a subpar experience a month after the event occurred doesn't do anyone any good—the ultimate goal for most organizations is to receive feedback while the patient is still on-site.

Even so, HCAHPS or other CMS survey (82%) is the leading tracking method by a wide margin—this is likely because such benchmarks are a mandate for most organizations, and certainly not because of its timeliness.

Forming a second tier of responses are postdischarge phone calls (63%) and third-party survey service (non-CMS) (53%). Interest in acquiring timely patient satisfaction data is behind the growing use of postdischarge phone calls and social media (39%)—this year's responses are up eight points and nine points, respectively, over last year's survey.

Postdischarge calls are also an activity that can help ensure that care coordination is taking place appropriately across the continuum.

"Social media impacts us, whether a given person making a social media comment is a consumer that hasn't interacted with us yet, or maybe they're a patient who is a part of our care continuum," says Guler.

"Social media is an incredible platform for listening to the voice of your patients and consumers, and hearing that feedback and then being able to respond."

Patient experience improvements
It comes as no surprise, therefore, that the top patient experience improvement areas over the next three years are identifying concerns while patients are still on-site (58%), followed by increased rounding (51%) and staff-patient communications training (48%).

Interestingly, monitoring social media (7%) receives the lowest response of all—it's tied with patient financial engagement (7%)—yet respondents show fairly strong interest in its use, with 39% saying that they currently monitor social media to track and measure the success or failure of their patient experience activity.

Jonathan Bees is a research analyst for HealthLeaders.

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