Patient experience is undergoing a renaissance, especially in hospitals. In the US, this is being driven in large part by the implications of the HCAHPS patient satisfaction reimbursement rules. In the UK, it’s National Health Service (NHS) reforms. As such, hospitals...
Many hospitals in the USA are concerned with patient experience especially with HCAHPS reimbursement rules come into effect. However, there is confusion about what customer experience actually refers to. A Health Leaders Media survey of hospital and health system...
USA today’s article “Hospitals turn to Disney for patient-satisfaction advice,” notes that in 2013 the Centers for Medicare and Medicaid Services will withhold one percent of Medicare reimbursements from hospitals and reimburse them based on patient satisfaction...
How does patient experience differ from Customer Experience? In essence, they are the same; the lessons learned in Customer Experience can be applied to patient experience. However, the nature of caring for a patient has its peculiarities, not the least of which is...
