The State of Patient Experience 2021: Transforming the Human Experience

The State of Patient Experience 2021: Transforming the Human Experience engages voices from 33 countries across the globe providing a robust and diverse perspective on understanding operational priorities and how people are executing on patient experience in their organizations. Since the launch of its first biennial benchmarking study in 2011, the Institute continues to expand the conversation on experience. The study reinforces that patient experience is now a recognized field of practice supported by a diverse and rich community of professionals and clinicians, patients, family members and care partners who stood together in leading this growth.

The study reveals relevant and practical data and insights, providing clarity on the state of patient experience across the continuum of care. According to the research:

• Experience efforts are increasingly driven by a desire to provide better outcomes and addressing health disparities is now an essential factor.
• Employee engagement and culture remain top priorities for investment, as telemedicine and addressing health disparities see rapid rise.
• Experience efforts continue to mature, and a formal mandate for experience has never been higher.
• Organizations continue to most often adopt or adapt the foundational definition of patient experience.
• Experience continues to be seen as a holistic effort, and experience outcomes are influenced by an integrated focus with expanded recognition of the role of technology, policy and structure.
• Top supports and roadblocks for experience hold steady, while a focus on leadership and concerns for caregiver burnout rises.

This year’s study was conducted in partnership with Service Management Group.