55% of healthcare orgs say patient experience work still needs improvement


Eighty percent of healthcare leaders cite patient experience as a top priority for their organizations in the next three years, according to a report from The Beryl Institute.

Service Management Group conducted the report on behalf of The Beryl Institute. Researchers polled more than 1,500 healthcare professionals from 34 different countries, including directors (39 percent), C-level leaders (17 percent) and providers (17 percent).

Four report findings:

1. Respondents cited staff and provider engagement (94 percent), culture and leadership (93 percent), and clinical excellence (82 percent) as the top three factors influencing patient experience.

2. Twenty-two percent of respondents said their organizations solely rely on CAHPS to guide patient experience efforts.

3. Thirty-one percent of respondents said their organizations' patient experience efforts are well established. Fifty-five percent said these efforts are established but have room for improvement.

4. Thirty-nine percent of respondents said chief experience officers are most accountable for patient experience at their organizations. Thirty-one percent came from organizations where ownership of patient experience was not clearly defined.

To view the full report, click here.

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