Do hospital executives really care about the Patient Experience?
In short, the answer is “yes.” Or at least, that’s what our survey says.
In the largest study to date on this topic, conducted in partnership with The Beryl Institute, we found Patient Experience is at the very top of the list of priorities for American hospitals and health systems. Interestingly, this parallels what HealthLeaders found in a separate study they did earlier this year.
In our State of Patient Experience Study, we heard from 1,072 respondents, representing 672 unique organizations. Among all those executives, 70% of listed Patient Experience and Satisfaction as top priority for their organization. Next in line was Quality and Patient Safety,at 63%. Cost Management and Reduction, a widely-discussed topic these days, rounded out the list of the top three items.
These results echo what we heard when we did a similar study with American hospitals just two years ago. In addition, today, almost eight in ten (81%) said their hospital has a formal structure in place for implementing patient experience initiatives. Also, since 2011, the number of organizations naming a specific individual as their Chief Experience Officer (CXO), or equivalent, has almost doubled.
So it seems that American hospitals and health systems are placing very high level of importance on experience at their facilities, even as they define and pursue this concept in different ways.
To get a free copy of the full report, click here. And watch for additional blogs as I highlight other key findings from this important study.