Please Rate Your Stay: A Better Patient Experience is Associated With Higher Hospital Margins

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How would you rate the comfort level of your room? How was the noise level during your stay? Were the staff friendly?

You’ve likely been asked these questions after a hotel stay, but what about after leaving the hospital? Increasingly, health care organizations are seeking similar feedback from patients after a stay at the hospital. Patient experience – the factors that get at how patients perceive the care they receive, the interactions they have with hospital staff, and even the look and feel of the hospital – has become an increasingly important part of providing care to patients.

New research from the Deloitte Center for Health Solutions suggests that investments in improving the patient experience can pay off: A better patient experience is associated with higher hospital margins.

Patient experience of care is deeply personal, and can be measured and tracked in many ways. To any given patient, the experience of care can range from a doctor’s bedside manner to whether they got a bed sore or how they liked the look and feel of the waiting room. CMS gauges hospitals on patient experience at the national level through Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. Read More.

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