Hospital executives have identified the patient experience as one of their top three priorities in the next three years, according to research from the Beryl Institute. A survey of individual hospitals and systems found that only quality and patient safety ranked higher on executives' priority lists. Cost reduction was ranked third.

The majority of leaders do not have a formal definition for the patient experience; despite this, 69 percent have a formal structure for addressing it and 58 percent have an official mandate. Other findings include:

  • The top three areas for improving the patient experience are noise reduction; discharge process and instructions; and patient rounding.
  • Seventy-two percent of respondents say visible support from top leaders is a driver of success in improving patient satisfaction; 50 percent identify cultural resistance to doing things differently as a barrier.
  • Approximately 60 percent of respondents report that progress toward patient satisfaction goals carries a consequence: approximately 15 percent say efforts are tied to performance reviews, and around 45 percent report that bonuses and incentives are tied to scores and measures.

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