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May 29, 2012

The Growing Focus on Patient Experience and Why It Matters

Patient experience is an area of focus that has become increasingly important to hospital leaders in recent years. Like any industry, hospitals lose customers when the services they provide are not satisfactory. Value-based purchasing, which ties actual dollars to patient experience scores, has intensified hospitals’ effort to improve customer service. Patients themselves have long understood that there are factors beyond clinical practice that influence quality care and are beginning to expect more from their care givers. This issue brief examines the growing focus on patient experience, why it is so important, the impact of value-based purchasing and the strategies hospitals are adopting to improve it.