This Month at the PFCC Innovation Center

Patient Experience or Patient Satisfaction? Such an Important and Timely Topic…but Easily Misunderstood

Google the phrase ‘‘patient experience’ vs ‘patient satisfaction” and you’ll get almost 700,000 results. A lot of thought is being focused on this topic in healthcare circles and for good reason. What’s the difference between the two and, if there’s a difference, why does it matter?

While a majority of healthcare organizations have focused on patient satisfaction for a long time, many are now focusing on “patient experience” as well. Some organizations are doing this by adding the new role of Patient Experience Officer. And there are nearly as many job descriptions for patient experience leaders as there are organizations now using the new titles.

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