At least a few hospital administrators have quietly questioned how patient experience connects with financial performance. Skeptics say that experience is, at best it’s a “nice to have.” But for many executive leaders, the acid business test of a hospital facility is service line profitability.
Part of the answer, of course, is where patent-reported experience scores drive rewards for hospitals via Medicare’s Value Based Purchasing (VBP) program, for example. Now a study from the Deloitte Center for Health Sollutions, The Value of Patient Experience, reports:
