Similar to customer experience, Patient Experience is defined as “the sum of all interactions, shaped by an organisation’s culture, that influence patient perceptions across the continuum of care”.
The state of patient experience is growing stronger every day because the impact it has grown stronger. It remains a top priority and reinforces the point that the patient and their experience – the quality of their outcomes, the safety of their environment, the service they are provided – must be and should remain central to our healthcare conversation.
This is about the choice of where an organisation and its leadership sets its strategy and invests its resources.