patient experience, patient satisfaction, return on service, interaction, communication, hospital profitability, patient value, marketing perspective, clinical perspective, financial perspective, bottom line, HCAHPS, culture, patient satisfaction, profitability, ROI
Return on Service: The Financial Impact of Patient Experience
Jason A. Wolf, Ph.D.
Executive Director, The Beryl Institute
Thomas G. Widmer
Vice President of Healthcare Development, Integrity Healthcare Services
This paper addresses the idea that improving the patient experience has true financial implications reaching well beyond reimbursement dollars, performance pay and compensation tied to outcomes. By examining the return of service from financial, marketing and clinical perspectives, it offers research and justification for investing in patient experience efforts to achieve valuable returns. Data from multiple studies and publications is explored offering healthcare organizations an evidence-based case for improving the service encounter for the patients, families and communities they serve.
For more information, view the executive summary.
Related Body of Knowledge courses: Metrics and Measurement.