The document discusses the Total Quality of a Patient's Encounter (TQE), which aims to provide a remarkable experience for patients at every step of their healthcare journey, from pre-hospitalization through post-hospitalization. It notes that hospitals often ignore aspects of a patient's experience outside of direct clinical care, such as interactions with staff, amenities, and digital/administrative services, which can impact patient satisfaction and the likelihood they will return or refer others. The graphic shows the many touchpoints before, during, and after hospitalization that contribute to a patient's total experience of quality.

1. What is the Total Quality of a
Patient’s Encounter (TQE)
paulroemer@gmail.com.com

2. Total Quality of a Patient Encounter (TQE)
A remarkable experience for every patient
every time
2
Pre Hospitalization Post HospitalizationHospitalization
HCAHPS Experiences
Non Clinical Experiences;
patients, family, friends,
parking, food service
Website, patient portal,
call center, CRM,
social media, scheduling,
admissions, 2nd opinion,
referrals
billing, collections,
claims, scheduling,
therapy, appointments,
Unsatisfied prospects
leave w/o buying
Unsatisfied patients
don’t return or refer
Hospitals ignore much of an individual’s experiences and the opportunities to
increase their satisfaction, the dark blue areas.