Healthcare leaders must understand the patient experience on both the large and small scale, but widely-distributed surveys and online reviews are not enough to get a complete picture. Hospitals must dig deeper to gather individual insights from patients.
Paul Rosen, M.D., associate professor of pediatrics at Thomas Jefferson University’s Sidney Kimmel Medical College, writes in a blog post for NEJM Catalyst that providers must look beyond spreadsheets and use other tools that focus on individuals. These observations, along with surveys and reviews can then become “key drivers to redesign entire care experiences for all patients.”
