The State of Human Experience 2023: Affirming the Integrated Nature of Experience in Healthcare Today

Engaging voices from 33 countries, our latest biennial benchmarking study provides diverse perspective on how organizations are executing on patient experience globally.

Now in our seventh iteration of this study, we expanded this year’s inquiry to explore the integration of patient, workforce and community experience that impact the human experience in healthcare overall.

According to the research:

• Experience remains a top priority as commitment to workforce recruitment and retention climbs 22 percentage points to a close second.
• Diversity, equity, inclusion and belonging efforts emerge as a top priority.
• Experience efforts continue to mature, with signs of a reset as we move through the pandemic.
• 75% of organizations now say they have a formal mandate for experience – the highest level ever recorded.
• Organizations reporting having a formal definition for experience jumps to 56%.
• Over 50% of organizations say they are “somewhat” formally working to address human experience with 30% reporting “to a great extent.”
• The view of experience as an integrated effort continued to solidify, with access to care, workforce engagement and health equity seeing the greatest increases.