The goal of healthcare organizations is to provide excellent services to patients, but how can leaders be sure they truly understand the end-to-end patient experience? Organizations typically use surveys such as HCAHPS to measure patient experience, but these surveys do not tell the whole story. The HCAHPS survey focuses primarily on clinical care, and does not take into account the non-clinical aspects of the patient experience, such as making appointments and billing.
Research shows that the majority of patient complaints—96%—are related to their overall experience with a healthcare provider, not their clinical care. If healthcare leaders do not have insight into the non-clinical patient experience, they have a significant blind spot that could be causing them to lose patients to competitors.
Children’s Hospital Colorado is one organization where leaders understood there was room for improvement with the non-clinical patient experience.
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