What Is Patient Experience?

Patient Experience Defined

Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities. As an integral component of health care quality, patient experience includes several aspects of health care delivery that patients value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers.

Understanding patient experience is a key step in moving toward patient-centered care. By looking at various aspects of patient experience, one can assess the extent to which patients are receiving care that is respectful of and responsive to individual patient preferences, needs and values. Evaluating patient experience along with other components such as effectiveness and safety of care is essential to providing a complete picture of health care quality.

Patient Experience Differs from Patient Satisfaction

The terms patient satisfaction and patient experience are often used interchangeably, but they are not the same thing. To assess patient experience, one must find out from patients whether something that should happen in a health care setting (such as clear communication with a provider) actually happened or how often it happened.

Satisfaction, on the other hand, is about whether a patient’s expectations about a health encounter were met. Two people who receive the exact same care, but who have different expectations for how that care is supposed to be delivered, can give different satisfaction ratings because of their different expectations.

Research Topics

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Meet Our Team

The CIDH Patient Experience Team

Peter Dunn, MD

Discharge Prediction App

Discharge Prediction App
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Kyan Safavei, MD (with MIT)

Discharge Prediction App

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Justine Cohen, DO

Digital Alert System

Digital Alert System to Notify Patients if their Providers are Running Behind (Ether Dome Challenge)

Kim Blumenthal, MD

Allergy Passport

Allergy Passport: capture and document information about food and drug allergies to help families and make clinical allergy visits more efficient

Lourdes Barros

Virtual Support Groups

Virtual Support Groups that Could be Offered at Varying Days/Times (Ether Dome Challenge)

Justin Jordan, MD, MPH

Virtual Support Groups

Virtual Support Groups that Could be Offered at Varying Days/Times (Ether Dome Challenge)