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Defining Patient Experience
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To develop the Institute's definition of patient experience, we formed a work group of patient experience leaders from a cross-section of healthcare organizations. The group shared perspectives, insights and backgrounds on what patient experience means to them and collaboratively created this definition. We believe it provides a starting point for the conversation around this important issue.

It is essential for health care organizations to develop a formal definition for what experience means to them. We encourage organizations that do not have a definition to adopt or adapt ours, featured below.

> Read Defining Patient Experience, Patient Experience Journal, Vol. 1, Issue 1

Patient Experience Defined:

Defining Patient Experience - The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.

Critical to the understanding and application of this definition is a broader explanation of its key elements:


The orchestrated touch-points of people, processes, policies, communications, actions, and environment


The vision, values, people (at all levels and in all parts of the organization) and community


What is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc

Continuum of Care

Before, during and after the delivery of care

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The Beryl Institute
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