Patient satisfaction not the same as patient experience

Does the push toward patient satisfaction scores really enhance the patient experience? For example, does making the hospital quieter--a question on the Hospital Consumer Assessment Healthcare Providers and Systems (HCAHPS) survey that partially determines reimbursement--really help the patient, as intended? Anthony Cirillo, president of Fast Forward Consulting and Hospital Impact contributor, explained that his hospitalized mother "freaked out" when the hospital would close the door to her room. Although the hospital was technically quieter, it certainly wasn't a better experience, he noted.

"In the race for results they may not always consider the actual patient," Cirillo said. He continued, "Quiet, soothing environments do lend to better healing. But there is a balance among things." Blog post