For many healthcare executives, patient experience and satisfaction is one of their top priorities, and this should come as no surprise, as the move from a fee-for-service to pay-for-performance model ties reimbursements directly to quality of care. In the hospital setting, the Centers for Medicare and Medicaid Services (CMS) measures “quality” using two metrics—patient satisfaction and patient outcomes.
The patient experience is the responsibility of the entire care team. From admission to discharge, everyone has the ability to impact quality of care and patient satisfaction, which includes prevention of errors.
