Infrastructure & Governance

The Association between Patient Experience and Hospital Financial Performance

This paper explores the link between patient experience and organization performance through a study conducted by Anthony Stanowski, one of The Beryl Institute’s Patient Experience Scholars. Grounded in a comprehensive review of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Value Based Purchasing (VBP) related data, the study links the concepts of experience and satisfaction with quality and performance. The result is an insightful analysis, grounded in academic rigor and adapted for practice, which reviews implications of new policy and offers recommendations for action.