The healthcare industry has been asking patients how they feel for over a decade. But patient satisfaction surveys only go so far — to really move the needle on the patient experience, it’s time the industry embraced experience management. Healthcare is an experience business. We all are in the business of experience. Healthcare is no […]
I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an […]