The patient experience represents the sum of a patient’s interactions — and perceptions of those interactions — with the health care system. It reflects the dimensions of care most important to them: personal interactions and communications, access to care, and how well care is coordinated. Patients who rate their experience with providers highly are more likely to adhere to treatment recommendations and have better outcomes. A growing body of research finds a “patient-centered” approach to delivering care saves time and money, and improves quality — but it’s often hard to know how to improve the patient experience and where to start. The collection of resources below provides a good overview of what’s important to patients and the basic steps to embark on a patient experience improvement journey.
Measuring Patients’ Experience of Care
Website with a collection of primers on measuring patients’ experience of care and engaging stakeholders. (Aligning Forces for Quality, supported by the Robert Wood Johnson Foundation)