WIHI: Improving Patient Experience: What's Working, What's Not

Date: October 6, 2016


  • Martha Hayward, IHI Faculty and Patient Advisor
  • Cody Mullen, Doctoral Candidate/Associate Instructor, Indiana University– Purdue University at Indianapolis
  • Robert Doherty, Senior Vice President, Governmental Affairs and Public Policy, American College of Physicians
  • ​Cheri C. Wilson, MA, MHC, CPHQ, Public Speaker and Trainer — Diversity and Inclusion, Cultural and Linguistic Competence, Health Equity

Are patients and family members feeling more positive about the experiences they’re having in the US health care system? Are they feeling more connected to their care teams? With so much attention being paid to improving patient satisfaction scores, and with patient-centered care so central to just about every health care organization’s strategic goals and mission, you’d think the answer would be a resounding yes.

But the picture is decidedly mixed, according to recent surveys and many champions of person- and family-centered care (PFCC). Research and anecdotal evidence suggest that too many patients continue to have negative health care experiences — even when providers feel that they’re making improvements and actively engaging patients.

We explored the disconnect and the dynamics of the patient experience on the October 6 WIHI: Improving Patient Experience — What's Working, What's Not.



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