Dunn, L. (2011). Patient Experience: An Increasingly Critical Hospital Indicator. Becker’s Hospital Review. Retrieved from http://www.beckershospitalreview.com/hospital-financial-and-business-news/patient-experience-an-increasingly-critical-hospital-indicator.html.

“Hospitals have long tracked patient satisfaction ratings, but they didn’t always carry great significance. While all hospitals want happy patients, hospitals have been historically plagued with the “doctor knows best” mentality — a mentality where clinical outcomes outweigh “touchy-feely” indicators such as patient satisfaction or overall patient experience.

However, in recent years, some leading institutions have begun to focus more heavily on providing an outstanding patient experience. Part of this has been driven by the public reporting of Hospital Consumer Assessment of Healthcare Providers and Systems [HCAHPS] scores, which will soon be incorporated into Medicare reimbursement rates through CMS’ Value Based Purchasing Program. Other drivers include growing consumerism and transparency for healthcare services and increased interest from both consumers and providers in patient-centered care.”