Patient Experience: Tips for Understanding and Promoting Patient Satisfaction

A Guide for New--and Future--Hospitalists

Christina R. Bergin, MD; Cheryl W. O'Malley, MD; Christine Donahue, MD


The Hospitalist. 2015;19(5):1, 28-29. 

In This Article


Patient satisfaction—"the patient experience"—is given great weight by hospitals and the public alike. Physicians have always aspired to take excellent care of patients. What has changed is that assessments of the patient experience are now being used to measure and report the quality of our care. Although there are many venues for patients to share their opinions, including reviews and online ratings, only the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is standardized and allows for comparisons nationwide.

Given that HCAHPS is the standard by which hospitals, health systems, and individual hospitalists are judged, it is vital for us to understand the core drivers of measured patient experience— especially the factors within our control. Armed with this knowledge, we can more effectively promote a positive experience within our daily patient care.