Patient Experience

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…

An analysis of more than 1 million online reviews about U.S. healthcare facilities found a strong correlation between the word “staff” and positive reviews, whereas “they” is associated with negative reviews.  Standardized patient experience surveys — such as those offered…

Tampa (Fla.) General Hospital has partnered with celebrity chef Geoffrey Zakarian to redo its menu and food delivery model. Mr. Zakarian, an Iron Chef winner, developed seasonal menus for the hospital with “food is medicine” and farm-to-table approaches. The menus…

Patient experience scores are improving, according to a Press Ganey analysis of 10.5 million patient encounters at hospitals, emergency departments, medical practices, outpatient and ambulatory surgery centers across the U.S.  The report draws on CMS’ hospital consumer assessment of healthcare…

Press Ganey found higher scores in patient experience across all care settings in 2025, and a few metrics distinguish top-quartile facilities from the rest, according to a July 21 report.  “Experience isn’t just a reflection of care — it’s the…

The patient experience continues to be driven by patients’ demand for more convenience and immediacy. As the call for more consumer-centric care grows, orthopedic providers are rethinking how they deliver and coordinate services. During Becker’s Healthcare 22nd Annual Spine, Orthopedic…

Do you believe that improving patient comfort results in better care? You’re not alone. Comfort plays a vital role in establishing a reassuring healthcare environment—one that encourages an exceptional patient experience. From the softness of patient gowns to the crispness…

At PEP Health, we have long believed that patient experience is more than a satisfaction measure. It is a strategic signal that reflects how patients engage with care and how systems perform. In Beyond Surveys, we introduced the PEP Score,…

Improving the patient experience is an ongoing challenge for healthcare organizations. Despite continuous efforts to emulate other industries’ approaches to improving their customer experience, the unique complexities of the healthcare industry make delivering a consistently outstanding patient experience a difficult…

Introduction Frontline leaders are the most influential change agents in a healthcare organization. They play a critical role in shaping the strategies and daily practices that directly impact team dynamics and patient care experiences. These leaders shoulder a wide range…