Patient experience management

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As an integral part of healthcare quality, patient experience can be the difference in successful ROI at each level of the patient’s journey or unnecessary loss. As a digital area pushes healthcare to recognize that patients are also consumers who will leave practices based on experiences, PX has grown in importance alongside the level of care itself.

The four pillars of patient experience vary, but it is generally a model for putting patients at the center of care. You do this through innovation, data-driven empathy, spatial design, and corporate culture. These pillars help organizations focus on strategies to minimize friction and improve seamless travel across touchpoints in the patient’s journey.

Actively listening, personalization, consistency, and quality of care can significantly improve patient satisfaction. Other things can be facility cleanliness, appointment availability, and staff service. Think of it this way. If it can enhance their experience, it can improve their satisfaction!

The golden triangle (or Iron triangle of ROI) of healthcare—accessibility, affordability, and quality—is a patient-centric methodology geared to impactful patient care. Patient experience firmly sits in the patient’s perception of all three factors. Is it accessible to them? Was it affordable? And was the quality (or their experience) stellar?