WIHI: Connecting Patient Experience to Culture and Strategic Aims

Date: August 9, 2018


  • Barbara Balik, RN, EdD, Co-Founder, Aefina Partners, and Senior Faculty, Institute for Healthcare Improvement (IHI)
  • Kris White, MBA, RN, Co-Founder, Aefina Partners, and Faculty, IHI
  • Helen Macfie, PharmD, FABC, Chief Transformation Officer, MemorialCare

Most hospitals are understandably preoccupied with patient experience scores. High-performing organizations worry when their scores plateau, and those with mediocre scores wonder why their attention to better "customer service" hasn't improved the numbers. Up and down the rankings, there's discussion about patients as unreliable informants, flawed survey instruments, low survey response rates, and institutions being judged unfairly.

A decade into publicly reported patient experience data for US hospitals (most notably with HCAHPS​), experts say that health systems are working on patient experience too much in isolation, separate from other organizational strategic aims. If you're tired of the same old discussion about patient experience scores, we hope you'll listen to the new ideas and best practices presented on the August 9 episode of WIHI: Connecting Patient Experience to Culture and Strategic Aims.


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