Here are five observations:
1. Hospital Consumer Assessment of Healthcare Providers ad Systems scores will determine as much as 2 percent of a hospital’s Medicare payments by 2017. This financial incentive indicates the importance of providing patients exceptional experiences.
2. The shift to value-based care demands providers offer patients high quality, which includes practices like transparency and embracing consumerism.
3. Cleveland Clinic addressed the patient experience by establishing the Patient Experience Empathy & Innovation Summit in 2010.
4. It may prove difficult to get organization leadership and physicians on-board with prioritizing patient experience, when there are so many other duties in healthcare.
5. Cleveland Clinic addresses pushback by offering education on relationship-centered communication. Physicians practice empathy and other skills that allow them to better connect with patients.
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