Benchmarking the Patient Experience: Five Priorities for Improvement

This paper explores qualitative data obtained in the 2011 benchmarking study, The State of Patient Experience in American Hospitals. While the original research report provided an overview of the study findings and offered some patient experience benchmarks, this paper takes a deeper dive to share specific actions discovered that help shape a systemic solution to improving overall patient experience. It includes verbatim responses on how survey participants are addressing top patient experience priorities including: Reducing Noise Discharge Process Rounding Responsiveness of Staff/Communication Pain Management