Deliverable 4 – The Patient Experience

The patient experience involves clinical, cultural, behavioral, and operational care provided to patients. Positive patient experience is achieved through working together with the health professionals who provide health services to the patients. Good patient experience is associated with better clinical outcomes, a higher level of the treatment process and adherence to recommendation prevention, less health care utilization and better patient safety in hospitals. Today, patient experience among the three considered pillars of healthcare quality. A positive relationship between the patient and the health centers helps them to be more engaged in their care, and at the same time develop a strong sense of loyalty to the health center.  Besides, patient experience is very essential to the health centers when it comes to attracting and retaining patients. 

Role and importance of the patient experience 

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Understanding and working towards improving patient improvement is important to both the patient and the healthcare organization. For example, positive patient experiences impact healthcare organizations in three ways: increased patient engagement, enhanced revenue, and improved reputation. Better patient experience increases the chances that the patient and the caregiver or her family will be more engaged in her health outcome (McNicholas et al., 2017). Many studies link high levels of clinical outcomes to good patient experience. Change in policy regarding patient and family engagement is likely to reduce falls by 40%, medication errors by 62%, and hospital stay by 50%. A good relationship between patients and their caregivers is critical to their quick recovery as patients often need clarifications on how to comply with their recommended treatment plan (Denise, 2017). In the case of a toxic relationship, patients will find it hard to comply with their treatment resulting in complaints, as like that experienced in Chaparral Regional Hospital. 

Patient experience is very significant to the healthcare organization’s revenue. Insurance payers are increasingly using a patient’s experience as a metric to evaluate the quality of care offered by a healthcare organization. Due to the focus on patient experience, there are consequent changes in the contractual agreement structure of the payers (Thimbleby, Wright & Solomon, 2018). Upcoming types of partnerships between payers and care facilities are becoming common in the health industry. Patient experience enhances consumer loyalty besides other factors like reimbursement that improves the bottom line of the organization. When patients become loyal to the healthcare organizations due to the quality care, they are likely to recommend other people to the organization, and this increases the revenue to the organization (Thimbleby et al., 2018). On the other hand, poor care results in a negative patient experience, which drives patients away from the organization (Denise, 2017). Chaparral Regional Hospital is an example of a healthcare organization with negative patient experience because of complaints from the patients. There are high chances that complaints have reduced their revenue and they might find themselves in a worse position if the problem is not solved. 

The reputation of a healthcare organization depends on patient experience, which is a necessity for attraction and patient retention. In the current world of technological advancement, a good reputation is very essential. For example, a patient might choose a hospital based on the online review of the hospital. Rating and scores of a hospital can attract many patients to it and at the same time can also keep them away from the hospital. The continuous development of online communication has made word-of-mouth review services important (Birkelien, 2017). For example, if a patient from Chaparral Regional Hospital goes online and complains about the hospital, and someone who had intentions of visiting the hospital see the complaints, the person will visit a different hospital instead of Chaparral Regional Hospital. No woman who would like to go and deliver in Chaparral Regional Hospital where patients and hospital staff are complaining when she can afford a good hospital with better patient experience. Likewise, no patient would like to go back to a hospital she has ever experienced a rough encounter. Reputation is also key when it comes to recommendation (Birkelien, 2017; McNicholas et al., 2017). When a patient receives good care from a health organization he will not only come back to the organization for treatment but will also recommend the organization to her friends, family, and relatives to that healthcare organization (Liberatore et al., 2018). Therefore, health institutions should maintain a positive patient experience to maintain a good reputation.  


Patient experience depends on the patient-centered care which is an important aspect of quality care. In every industry there is competition and the health industry is not an exception. The patient would prefer healthcare organizations with positive patient experience as that is one of the major assurance for quality care. Consequently, positive patient experiences increase patient engagement. Revenue generated by healthcare organizations depends on the traffic. In the case of patient experience, a negative experience drives patients away while a positive patient experience attracts the patients to the organization. Therefore, positive patient experience increases revenue whereas a negative patient experience decreases revenue. Same to revenue, patient experience plays a vital role in the reputation of the health organization.  


Birkelien, N. L. (January 01, 2017). A Strategic Framework for Improving the Patient Experience in Hospitals. Journal of Healthcare Management.

Denise M Kennedy MBA. (January 01, 2017). Creating an Excellent Patient Experience Through Service Education. Journal of Patient Experience.

Liberatore, Florian, Schmelzer-Kriech, Sarah, Hollenstein, Eva, Schaffert, René, & Dratva, Julia. (2018). Patient-experience based organizational learnin : criteria for a patient satisfaction measure as an effective indicator i- home care settings. (International Research Society for Public Management (IRSPM), Edinburgh, 11.-13. April 2018.) International Research Society for Public Management.

McNicholas, A., McCall, A., Werner, A., Wounderly, R., Marinchak, E., & Jones, P. (2017). Improving Patient Experience Through Nursing Satisfaction. (Journal of trauma nursing.)Thimbleby, P., Wright, S., & Solomon, R. (2018). ‘Reconstructing Ourselves’ – An arts and research project improving patient experience. (Journal of applied arts & health.)

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