Hospitals have always measured the quality of the care they provide in terms of safety and effectiveness. While those measures of quality are still critical, today’s healthcare providers must engage with additional forces shaping the market.
Value-based care, which ties performance ratings and, in some cases, reimbursement, to patients’ assessments of the overall quality of care they receive, is on the rise in many Western markets. Patient experience factors are a key determinant of the quality of care in value-based care regimes.
At the same time, there has been a trend toward consumerization of healthcare. Patients have more choice in their healthcare and more input into their treatment plans. Delivering a high-value care experience is of primary importance to healthcare provider organizations, because patients can and will seek alternatives if they are not satisfied.
