Patient Experience

Healthcare executives are often quick to point out that patients are at the center of every strategic decision made. But market dynamics are challenging the “mission-driven model” of community care and health equity, according to Moody’s. “New dynamics are reshaping…

Dozens of hospitals and health systems were recently honored for excellence in patient experience based on Net Promoter Scores, patient reviews and other metrics.  PEP Health, a patient experience company that partners with healthcare organizations, published its annual ranking of…

Healthcare is being challenged to evolve in ways that mirror the convenience, personalization, and immediacy people now expect from every other aspect of their lives. While the industry has long focused on clinical excellence and regulatory compliance, leaders say it…

As part of their ongoing operational improvements for patients, staff, and care teams, Allina Health recently implemented a transparency initiative that includes Vital’s patient experience technology. Their innovative approach has resulted in a positive impact to their emergency departments, including…

Nearly 1 in 5 U.S. adults reported not having a personal physician last year, according to new data from KFF. The analysis is based on 2024 survey data from the CDC’s Behavioral Risk Factor Surveillance System.  Nationwide, 16.8% of adults…

As healthcare leaders face the growing demand for patient-centered care (PCC), the juggling act of improving patient satisfaction, controlling costs, and driving innovation can be overwhelming. Today’s reality often falls short of the ideal state: patients navigate a labyrinth of…

Whenever Annette Walker, president of Irvine, Calif.-based City of Hope Orange County, has entered a hospital’s spiritual care center, typically she sees one of two things. “Either they look like a white conference room and they’re so neutral that they…

Nearly half of medical practices in the U.S. have been using AI at work for over a year. As AI is making significant inroads in U.S. healthcare, organizations are honing in on its true benefit and impact on patient experience,…

Patients and family members at Valley Health will soon have access to hundreds of free books and podcasts during their hospital stay. Through a new bedside reading program, patients and caregivers at the Winchester, Va.-based health system will be able…

By rethinking consumer experience, Ascension said it has driven its net promoter score, a critical metric in measuring customer satisfaction, above 80 and cut complaints by 40%.  The health system, which operates more than 100 hospitals across 16 states and…