Monthly Archives: July 2017

  • Encore Post: What’s the Difference Between Patient Satisfaction & Patient Experience?

    When I heard Press Ganey Founder Irwin Press speak many years ago, he offered the perspective of an anthropologist, looking at healthcare as a culture and the factors that inform and define it. Press hoped that focusing on patient satisfaction, where the patient was given a voice in understanding what happened during a hospitalization would be

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  • Where Does Patient Privacy Sit in the Patient Experience?

    The HCAHPS survey is silent on patient privacy. In fact, so are patient satisfaction surveys. Silent. This could be because we have handed the responsibility over to HIPAA, the Health Insurance Portability and Accountability Act of 1996, which only protects data privacy and medical records. However, HIPAA is a very distant concern to patients. Patients

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  • What’s the Patient Experience Really About?

    Such a great question. Since it moved to value-based purchasing, the U.S. healthcare industry has been focusing on the patient experience, trying to measure it using 31 questions on the HCAHPS survey. What we’re ignoring, however, is the day-to-day challenges that patients are dealing with in their lives and the social determinants that influence their

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