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The Beryl Institute News: In the News

Patient Experience: An Increasingly Critical Hospital Indicator

Monday, July 18, 2011  
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Hospitals have long tracked patient satisfaction ratings, but they didn't always carry great significance. While all hospitals want happy patients, hospitals have been historically plagued with the "doctor knows best" mentality — a mentality where clinical outcomes outweigh "touchy-feely" indicators such as patient satisfaction or overall patient experience...

...Hospitals should kick off their patient experience improvement efforts by clearly defining what patient experience means to their institution. They may want to consider taking a cue from The Beryl Institute, which worked in collaboration with healthcare professionals to develop the following definition of patient experience: "The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care."

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