With patient experience, the more we try, the more we seem to fail

OK, did you read where people's dissatisfaction with hospitals dragged the American Customer Satisfaction Index down by five points? In response to the survey's results, a spokesperson for the American Hospital Association said hospitals have made and continue to make "tremendous improvements" in the quality of care.

I don't know about you, but I completely disagree with the notion that a hospital association--or any association for that matter--can determine whether or not they've made "tremendous improvements" in quality of care. Isn't that something for patients to decide?

Apparently I'm not alone in my thinking.

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