Healthcare Marketing

A smart healthcare marketing blog
September 2013

What are hospitals doing to improve “patient experience”?

The Beryl Institute released a new report, The State of Patient Experience, which reveals the complex reality facing the patient experience movement. The trends are positive, with a continued increase in focus on defining and supporting patient experience efforts. Yet healthcare leaders are only cautiously optimistic about the impact of their efforts.

Key Findings ::

  1. C-suite are happy with progress to improve Patient Experience but not as positive as two years ago
  2. Patient Satisfaction, Quality/Patient Safety & Cost Reduction are still the top priorities
  3. More organizations have a formal definition and formal structure for Patient Experience
  4. A committee approach is most widely used to address Patient Experience
  5. Only 23% of those responsible for Patient Experience spend 100% of their time working on it
  6. HCAHPS and leadership are key factors in providing great Patient Experience and measure progress
Today, only 22% of hospitals have a Chief Experience Officer. Cleveland Clinic’s James Merlino, MD is a thought leader in the field and offers superb insights on his blog. Yet despite the complexity and importance of the role only 3% of survey respondents feel it is important for this person to be a physician. What do you think?
The State of Patient Experience

The study answers questions faced by hospital and healthcare organizations and practitioners including:

  • How do healthcare leaders feel about the state of patient experience improvement in their organization?
  • What are tactical approaches being taken to improve the patient experience?
  • What are the most-common roadblocks for improving patient experience?
  • What role are incentives playing in moving toward improved patient experience?

>> Download the Complimentary Report
>> The State of Patient Experience 2013 Findings

This bi-annual survey was conducted by the Institute and Catalyst Healthcare Research and included 1,072 respondents from 672 unique organizations.
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