Patient satisfaction and experience
Patient engagement technology has helped streamline the patient care journey as consumers become accustomed to strategies other service sectors have adopted. Consumer-centric apps form healthcare’s digital front door to improve patient engagement, drive loyalty and ease access to care.
Top Stories
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News
15 Nov 2024
Patient safety improves as HAIs, medication errors go down
Despite a nationwide boost in patient safety, The Leapfrog Group reports state-by-state variation that needs addressing. Continue Reading
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Feature
12 Nov 2024
Never events vs. sentinel events: Assessing patient safety
Never events and sentinel events are similar types of patient safety events, but factors like prevention and reimbursement distinguish the two. Continue Reading
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News
14 Mar 2022
Staffing Shortages Joins Health Inequities as Patient Safety Risks
ECRI's list of this year’s patient safety risks names familiar issues, like health inequities, but now also includes staffing shortages and challenges. Continue Reading
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News
14 Mar 2022
6 Reasons for Providers to Prioritize Patient Self-Service
Patient self-service is key for providers to keep pace with the evolution of healthcare consumerism. Continue Reading
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News
07 Mar 2022
Optimizing the Patient Experience with Online Appointment Scheduling
Appointment scheduling software simplifies the patient journey, making it easier for consumers to manage their own care and for providers to increase patient volumes and revenue. Continue Reading
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Feature
28 Feb 2022
Why Patient Education Is Vital for Engagement, Better Outcomes
Patient education is key for engagement in pre- and post-care management, chronic disease management, and preventive care access. Continue Reading
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News
16 Feb 2022
Convenience, Technology Use Can Boost Patient Satisfaction
A convenient healthcare experience fueled by technology will improve patient satisfaction and drive patient retention. Continue Reading
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News
15 Feb 2022
SNF Discharge Communication Must Focus on Patient Education
A new UHF report outlined how successful patient education interventions helped support SNF discharge and set patients on the course for better outcomes. Continue Reading
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News
14 Feb 2022
How Providers Leverage Data to Keep Pace with Healthcare Consumerism
With just one in ten organizations excelling at healthcare consumerism, it is time for providers to unlock the business-critical insight buried within their data. Continue Reading
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News
09 Feb 2022
72% of Patients View Online Reviews When Selecting a New Provider
Online provider reviews are the third most crucial driver in consumers’ decision to select a new healthcare provider, after insurance acceptance and location. Continue Reading
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News
08 Feb 2022
Disparities in Patient Experience Underscore Implicit Bias in Health
Researchers emphasized the role racism played in fueling implicit bias in healthcare, leading to disparities in patient experience scores. Continue Reading
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News
03 Feb 2022
How Providers Can Improve Patient Experience During Cancer Treatments
A new report suggests that the integration of both patient and caregiver illness concerns can enhance care delivery and improve patient experience Continue Reading
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Feature
17 Jan 2022
What’s on the Horizon for Healthcare Consumerism?
Healthcare experts weigh in on where the medical industry is going next to support healthcare consumerism. Continue Reading
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Feature
29 Dec 2021
What Is Patient Loyalty, Does It Affect Healthcare Consumerism?
Healthcare consumerism is taking hold, prompting organizations to consider the factors that help build patient loyalty. Continue Reading
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News
15 Dec 2021
Phreesia Acquires Insignia Health to Improve Patient Experience
The patient intake software company will absorb Insignia Health’s patient activation measure (PAM) to enhance patient experience, improve health outcomes, and lower cost of care. Continue Reading
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News
13 Dec 2021
Suboptimal Nurse Staffing Ratios Tied to Adverse Patient Safety Events
Suboptimal nurse staffing ratios can lead to adverse patient safety events, like patient mortality or longer hospital stay, according to new data. Continue Reading
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Answer
13 Dec 2021
Customer Feedback, Reliable Info Key to Healthcare Consumerism
Medicine’s digital infrastructure needs to reconcile customer feedback with reliable clinic or hospital information to enable a culture of healthcare consumerism. Continue Reading
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News
03 Dec 2021
Assessing the Market for Patient Experience Surveying
Industry mainstay Press Ganey is still a leader for CAHPS surveying, but as more organizations begin to do real-time patient experience surveys other market leaders emerge. Continue Reading
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Answer
17 Nov 2021
Medical Schools Stepping Up to Build Health Equity Curricula
Medical schools see it as their mission to build health equity curricula as they seek to train the next generation of competent medical professionals. Continue Reading
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Feature
09 Nov 2021
Distinguishing Patient Experience, Patient-Reported Outcomes, and PGHD
Patient experience, patient-reported outcomes, and patient-generated health data (PGHD) all give insight into different aspects of patient healthcare. Continue Reading
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News
08 Nov 2021
COVID-19 Caused Downswing in Patient Experience, HCAHPS Scores
A Press Ganey report shows a national decline in healthcare patients’ perception of care and patient experience scores. Continue Reading
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Answer
08 Nov 2021
Why Patient-Reported Outcomes are Key in Specialty Pharmacy
CVS Caremark is building out patient-reported outcomes in its specialty pharmacy space to better understand the best path for care. Continue Reading
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Feature
01 Nov 2021
Top Clinical Quality Measures Impacted by Patient Engagement
Many of the most common clinical quality measures are inevitably shaped by patient engagement strategies, experts agree. Continue Reading
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News
11 Oct 2021
The Ultimate Patient Experience: Retail-Like, Omnichannel Engagement
The ultimate patient experience from the consumer’s view is evolving as out-of-pocket costs grow; providers will need to look beyond their current patient satisfaction strategies to deliver. Continue Reading
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News
06 Oct 2021
Understanding Trauma-Informed Care, Communication
Trauma-informed care and communication is essential to a good patient experience for all. Continue Reading
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News
04 Oct 2021
Tracking Patient Satisfaction Key to a Consumer-Driven Strategy
Healthcare organizations need to gather real-time patient feedback at every touchpoint from appointment scheduling to bill pay in order to execute a consumer-oriented, data-driven patient satisfaction strategy. Continue Reading
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News
27 Sep 2021
Top Considerations for Pediatric Patient Engagement Strategies
Goal-setting with young kids, family engagement, and adolescent patient privacy and autonomy are key pediatric patient engagement considerations. Continue Reading
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Answer
27 Sep 2021
How PAs, APPs Expand Patient Care Access, Patient Satisfaction
PAs are effective at expanding patient care access because of their extensive science and medical model training, poising them to drive high patient satisfaction. Continue Reading
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News
27 Sep 2021
How to Elevate Patient Satisfaction Strategy for Revenue, Operations
Transforming patient experience strategy from a one-size-fits-all approach to one that aligns with consumer needs can boost revenue, streamline operations, and even support clinical care. Continue Reading
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News
24 Sep 2021
Using Cognitive Dissonance to Increase COVID-19 Safety Compliance
A Princeton grad student and her professor used cognitive dissonance and experimental manipulation to increase COVID-19 safety compliance. Continue Reading
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News
13 Sep 2021
Nurse Practitioners Boost Patient Satisfaction, Quality Outcomes
Researchers found hospitals that employ more nurse practitioners on the inpatient side see higher patient satisfaction scores and better quality outcomes. Continue Reading
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News
10 Sep 2021
Breaking Down the Basics of Patient Navigation, Care Coordination
Patient navigation and clinical navigators will be instrumental in medicine’s push toward patient-centered care. Continue Reading
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News
07 Sep 2021
Cost, Poor Communication Key Barriers to Medication Adherence
Providers can drive better medication adherence through stronger patient-provider communication and patient education, research indicates. Continue Reading
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News
27 Aug 2021
What Does Patient-Centered Care Truly Mean?
Patient-centered care will grow in prominence amid consumerism in healthcare and value-based care. Continue Reading
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News
20 Aug 2021
Patient Communication Strategies for Chronic Disease Prevention
Patient education, shared decision-making, and motivational interviewing are key patient communication tactics for chronic disease prevention. Continue Reading
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News
18 Aug 2021
What Are Patient Perceptions, Experiences with Value-Based Care?
Over 60% of surveyed US healthcare consumers have never heard of value-based care, but 59% would support a system where providers are paid based on care quality. Continue Reading
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News
17 Aug 2021
2 in 3 Healthcare Consumers Report Bad Patient Experience
New Accenture data shows that a more empathetic patient-provider interaction that meets patient emotional needs could prevent a bad patient experience. Continue Reading
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News
13 Aug 2021
What Is the Role of Advanced Practice Practitioners in Patient Care?
Advanced practice practitioners are key to boosting patient care access, SDOH work, and patient satisfaction. Continue Reading
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Answer
09 Aug 2021
Using Patient Satisfaction Surveys for Practice Improvement
An independent physician association (IPA) tapped point-of-care patient satisfaction surveys to provide insights into their practice improvement programming. Continue Reading
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News
03 Aug 2021
Does Wearing a White Coat Improve Patient-Provider Relationships?
New survey data shows that patient-provider relationships might be better when docs wear a white coat, with patients saying it conveys professionalism and experience. Continue Reading
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News
23 Jul 2021
Opioid Disparities Shed Light on Potential Implicit Bias in Medicine
Researchers posit unequal opioid prescribing habits for Black and White patients in the same hospital are driven in part by implicit bias in medicine. Continue Reading
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News
12 Jul 2021
Ambulatory Service Centers Earn Highest Patient Satisfaction Rates
Leapfrog’s Patient Experience Report shows that patients have more favorable experiences at ambulatory service centers compared to HOPDs and pediatric care. Continue Reading
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Answer
07 Jul 2021
How Nurse Practitioners Can Put Health Disparities Work into Action
Nurse practitioners are instrumental in identifying and addressing social determinants of health, key work that is needed to close health disparities. Continue Reading
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Answer
30 Jun 2021
Using Patient-Centered Care for Hospital Room Design
Hospital room design is a key element of patient satisfaction, prompting Cedars-Sinai to retool an entirely patient-centered process for its remodel. Continue Reading
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News
15 Jun 2021
Most Patients Say Implicit Bias in Medicine a Problem for Patient Trust
Most patients think implicit bias in medicine is a problem at least sometimes, but physicians are hopeful health equity is within reach in five years. Continue Reading
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News
04 Jun 2021
CMS OKs Press Ganey for Primary Care First Patient Experience Surveys
Press Ganey will be able to integrate the Primary Care First model patient experience surveys, per CMS. Continue Reading
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News
26 May 2021
AI, Machine Learning Use Data to Improve Patient Satisfaction
The application of artificial intelligence to a machine learning algorithm has shown potential in helping healthcare providers improve patient satisfaction and experience. Continue Reading
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News
04 May 2021
CMS Drops First Hospital Star Ratings Since Methods Overhaul
The Hospital Star Ratings calculation changes are a good first step, experts agree, but some say more change is necessary. Continue Reading
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News
09 Apr 2021
Does Implicit Bias Color Pain Management for Men and Women?
New data shows that people perceive women’s pain as less serious, an implicit bias that can impact pain management treatment. Continue Reading
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News
06 Apr 2021
10% of Black Patients Report Implicit Bias in Medicine
Five percent of all non-elderly adults reported implicit bias in medicine based on race, gender identity, or medical condition. Continue Reading
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Answer
29 Mar 2021
How to Market Patient Education to Support Patient Experience
A marketing strategy helped Children’s Wisconsin drive patient education, an effort that improved patient relationships and patient experience. Continue Reading
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News
17 Mar 2021
Top 5 Practice Management Tools for a Good Patient Experience
As the healthcare industry trends toward value-based care, practice leaders should utilize management tools that foster positive patient experience. Continue Reading
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Answer
15 Mar 2021
Embedding Health Equity as a Patient Safety, Clinical Quality Issue
The Leapfrog Group has added health equity and ethical patient billing questions to its patient safety and clinical quality surveys. Continue Reading
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News
18 Feb 2021
Care Coordination Program Improves Outcomes, Cuts Readmissions
Researchers found that implementing a hospital discharge program in nursing home settings increases care quality, care coordination, and patient outcomes. Continue Reading
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Feature
12 Feb 2021
Charting the Future of Patient Experience and Technology
Connected health swooped in to define the patient experience during the pandemic, but as healthcare moves forward it must remember that quality healthcare goes beyond tech. Continue Reading
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News
28 Jan 2021
Can Text Message Patient Outreach Improve Appointment Adherence?
Researchers found negligible difference between nurse call reminders and adding text message patient outreach ahead of preventive care. Continue Reading
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News
30 Dec 2020
3 Key Best Practices for Public Health Communication, Education
Public health communication needs to focus on clear messaging, inclusivity of message, and the design and images used in the message. Continue Reading
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News
16 Dec 2020
1 in 5 Patients Report Discrimination in Healthcare Experiences
Most patient reports of discrimination in their healthcare experiences relate to race or ethnicity, the data showed. Continue Reading
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News
27 Nov 2020
Using Family, Patient Engagement to Improve Patient Safety Efforts
Infusing patient engagement best practices into a patient safety initiative helped reduce hospital fall rates by 15 percent. Continue Reading
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News
11 Nov 2020
Patient Experience Better When Patients Visit Docs of Same Race
Patients were more likely to give a high patient experience score for a physician of the same race than one outside their own race, data showed. Continue Reading
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News
05 Nov 2020
Top Language, Care Access Barriers for Spanish-Speaking Patients
The study found language barriers also served as care access barriers, especially during the patient registration process. Continue Reading
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News
02 Oct 2020
4 Main Barriers Diminishing Patient Activation Efforts
Driving meaningful patient-provider communication and addressing patient social determinants of health needs are key to patient activation. Continue Reading
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News
25 Sep 2020
4 Pitfalls to Avoid in Nurse Communication
Nurse communication hinges on active listening, empathy, patient education, and family engagement. Continue Reading
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News
16 Sep 2020
Good Patient-Provider Relationship Proves to Boost Outcomes
When the patient-provider relationship improved, as did patient-reported functional health status, researchers found. Continue Reading
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News
28 Jul 2020
How Does Medication Synchronization Support Medication Adherence?
As providers work to improve medication adherence, medication synchronization leads the way in pill management strategies. Continue Reading
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News
09 Apr 2020
Communication Tips for a Good Telehealth Patient Experience
With telehealth care becoming more prevalent, providers may consider the communication skills that will lead to a positive patient experience. Continue Reading
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News
30 Mar 2020
Do Prescription Drug Ads Affect Patient-Provider Relationships?
Understanding the modest impact direct-to-consumer drug advertisements have on patient-provider relationships can shape provider communication strategy. Continue Reading
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Answer
10 Mar 2020
Building A Culture of Nurse Excellence to Drive Patient Satisfaction
Driving nurse excellence and engagement will be essential to delivering on patient satisfaction and experience. Continue Reading
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News
18 Feb 2020
3 Measures that Assess Patient Quality of Life
Quality of life helps assess patient experience and the outcomes of healthcare procedures and treatments. Continue Reading
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News
09 Jan 2020
5 Principles to Build Positive Patient-Provider Relationships
Stanford researchers have identified key best practices to help build patient-provider relationships under serious time constraints. Continue Reading
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Answer
26 Nov 2019
Reflecting on To Err is Human: 20 Years of Patient Safety Work
In the years since the IOM published To Err is Human, the industry has turned a critical eye to patient safety. Continue Reading
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News
07 Nov 2019
Leapfrog Group Addresses Critics in Updated Patient Safety Grades
The Leapfrog Group has taken heat for some time for its patient safety grades, but leaders are primed to defend grading methodology. Continue Reading
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News
08 Oct 2019
4 Health Technologies that Boost Patient Experience, Satisfaction
Health technologies have the power to streamline the pain points of the patient experience, helping to boost patient satisfaction. Continue Reading
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News
19 Aug 2019
Can Hospital Ratings Systems Truly Portray Hospital Quality?
A new report has prompted debate throughout the medical industry regarding how hospital ratings systems methodology reflects hospital quality. Continue Reading
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News
06 Aug 2019
3 Provider Communication Strategies for Creating Patient Trust
Provider communication will lead to more patient trust and better overall patient-provider relationships. Continue Reading
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09 Jul 2019
How to Use Team-Based Care to Improve the Patient Experience
Team-based care will be essential for meeting value-based care goals while also delivering a positive patient experience. Continue Reading
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News
09 May 2019
How Quality Nursing Care Impacts Patient Satisfaction, Experience
Nurses have proven essential for driving patient satisfaction, and are key to quality patient communication and patient safety efforts. Continue Reading
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News
15 Apr 2019
How Healthcare Payers Measure Patient Experience, Use CAHPS Surveys
Healthcare payers use the CAHPS Health Plans Survey to assess patient experience and fulfill other quality reporting requirements. Continue Reading
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Feature
29 Mar 2019
What the CMS Hospital Star Ratings Mean for Care Quality, Patients
Hospitals must understand how the CMS Hospital Star Ratings are calculated in order to make an action plan to improve care quality and patient experiences. Continue Reading
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News
26 Mar 2019
Employee Engagement Tied to Higher Patient Satisfaction Levels
A one-point increase in employee engagement scores resulted in half-point improvements in patient satisfaction scores. Continue Reading
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News
05 Feb 2019
What Is Non-Response Bias in Patient Satisfaction, CAHPS Surveys?
It is essential for organizations to prevent non-response bias in patient satisfaction surveys to glean a diverse and deep understanding of patient experiences. Continue Reading
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News
05 Feb 2019
Patient Education, Communication Key for Medication Adherence
Patients say there is not enough time for patient education and communication about their prescriptions, hindering medication adherence. Continue Reading
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Answer
02 Jan 2019
Using Nurse Leader Rounding to Improve Patient Experience
When it comes to patient experience, building relationships may be more important that the bells and whistles. Continue Reading
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News
03 Dec 2018
4 Core Principles of Patient-Centered Care, Family Engagement
The American College of Physicians has released a guide to driving patient-centered care and family engagement in health systems. Continue Reading
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News
17 Oct 2018
Understanding Physician Empathy, How It Impacts Patient Care
How does physician empathy impact the patient experience? What is its role in patient-provider communication? Continue Reading
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News
25 Jul 2018
Best Practices for Patient-Centered Appointment Agenda-Setting
Appointment agenda-setting is important for integrating the patient as part of the care team and better managing a strict appointment time frame. Continue Reading
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News
23 Jul 2018
Understanding the Power Hierarchy in Patient-Provider Relationships
Power hierarchies can create an imbalance in patient-provider relationships. Patients may not participate in care because of a perceived subordination to their providers. Continue Reading
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News
11 Jul 2018
What Are the Top Patient Engagement Measures in Value-Based Care?
Utilizing patient engagement measures makes patient-centered initiatives more actionable. Continue Reading
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News
06 Jun 2018
Does EHR Use Detract From Patient-Provider Communication?
Sixty-two percent of clinicians said the EHR gets in the way of quality patient-provider communication, according to a Stanford Medicine poll. Continue Reading
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News
22 May 2018
How Do Patient-Centered Medical Homes Support Patient Engagement?
The patient-centered medical home is a model that helps support value-based care alongside patient engagement. Continue Reading
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Answer
26 Mar 2018
Using Patient Rounding Tools to Enhance the Patient Experience
Henry Ford Health System has used patient rounding tools to make the process more efficient. Now, leaders are using the tool to make patient rounding a patient experience driver. Continue Reading
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News
23 Mar 2018
Long Appointment Wait Time a Detriment to High Patient Satisfaction
Thirty percent of patients facing long wait times leave before seeing the doctor, while 20 percent will change providers altogether following a long wait time experience. Continue Reading
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News
15 Mar 2018
Can Asking Sexual Orientation Hurt Patient-Provider Communication?
Ninety-seven percent of patients said that questions about their sexual orientation or gender identity will not hinder patient-provider communication or relationships. Continue Reading
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News
27 Feb 2018
Clinician EHR Demands Detract from Patient-Provider Relationship
Providers spend more time on EHR use than on communication and building a meaningful patient-provider relationship, a new study finds. Continue Reading
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News
20 Feb 2018
Do TV Medical Dramas Skew Patient Perceptions of Quality Care?
Research shows that TV medical drama "Grey's Anatomy" does not accurately portray a hospital experience, which can fog patient perceptions of quality care encounters. Continue Reading
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News
13 Feb 2018
Healthcare Organizations Expect to Focus on Consumer Engagement
Healthcare organizations are increasingly focusing on consumer engagement, highlighting the critical role of the patient in value-based healthcare. Continue Reading
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Feature
02 Feb 2018
Improving Pediatric Patient Experiences with Age-Appropriate Education
At Boston Children’s Hospital and Children’s Hospital of Philadelphia, reducing patient fears and improving pediatric patient experiences is child’s play. Continue Reading
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News
24 Jan 2018
How Cultural, Language Barriers Impact Positive Patient Experience
Cultural and language barriers get in the way of a positive patient experience in urban and multicultural community health centers, research shows. Continue Reading
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Answer
02 Jan 2018
Using Patient Education to Enhance ICU Patient Experience
Patient education materials are plentiful in hospitals, but fragmented care and information sources hinder the overall ICU patient experience. Continue Reading
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News
27 Nov 2017
3 Key Traits of a Positive Patient-Provider Relationship
Empathy, strong communication, and shared decision-making are essential for a positive patient-provider relationship. Continue Reading
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News
06 Nov 2017
3 Tips for Nurses to Improve Patient Satisfaction, Experience
Nurses are critical to creating a positive patient experience, and strong nurse communication can improve patient satisfaction scores. Continue Reading
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Feature
27 Oct 2017
Patient Pre-Registration Tips for a Quality Consumer Experience
Pre-registration will ideally replace convoluted patient check-in processes, helping to improve the patient registration experience. Continue Reading