research-and-resources
Patient Experience: Best Practices for Service Excellence
Good Governance Case Study, an Online Series by The Governance Institute
Understanding the multiple dimensions of patient-centered care includes having information about factors of the care experience that are the primary drivers of patient satisfaction. As a percentage of Medicare reimbursement will be tied to certain HCAHPS measures starting in October 2012, healthcare leadership focus on patient satisfaction and its connection to quality has increased significantly. This effort is at the center of the patient-centered care movement, which is gaining in momentum.