Patient Experience Versus Satisfaction: What is the Difference?

Paul Roemer describes the difference between “patient experience” and “patient satisfaction” in this blog. My concise explanation of the difference — and there is definitely a difference! — is that “patient satisfaction” is the rating a patient gives their experience based on how well their expectations were “satisfied” (met).

Pale Rhino Consulting

Think about the answer to this question, how many nights have you spent in a hotel in the last decade?  For most of us the answer is more than one hundred.  How many nights have you spent in a hospital in the last decade?  For most of us the answer is probably between none and ten.  So then, when you go somewhere to spend the night and have your meals delivered, from which organization do your expectations about being satisfied most likely come?

Patient, customer. Hospital, hotel. Tomato, ta-mah-tow.  For those who want to argue that there are no similarities feel free to continue to do so.  For the rest of us let us look at how to improve patient satisfaction.

A few days ago I spoke with a hospital CEO about his efforts to improve the patient experience and about patient satisfaction.  He said that for years his…

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