Rising costs of providing healthcare and volatile changes in payment systems and reimbursements all contribute to the challenge healthcare organizations have when it comes to protecting the bottom line. In the past few years, the Hospital Compare website and associated HCAHPS Patient Satisfaction survey from the Centers for Medicare & Medicaid Services have focused a bright light on healthcare providers’ ability to deliver excellent patient experiences. Most healthcare organizations today are making some effort toward specifically improving patient experiences, with 84% of healthcare executives placing “Patient Experience” among their top three priorities, according to a survey conducted by HealthLeaders Media in 2012.
