The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey and value-based purchasing initiatives have tied hospital reimbursement to patient satisfaction scores, making patient perspectives on care a strategic priority. This essay from the Foundation of the American College of Healthcare Executives reviews current patient experience literature and argues that hospitals should expand their approach beyond HCAHPS measures to further enhance the patient experience.

By using the “people, process, place” model outlined in this guide from the Health Research & Educational Trust, hospital and health system leaders can identify the many complex variables that affect the patient experience and identify people-centered ways to improve it.