Patient expectation gap

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The entire rectangle depicts a person’s expectations. The light blue area depicts
experiences hospitals measure. The RED areas depict what hospitals know about
about the expectations. (There are no RED areas.)

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Patient expectation gap

  1. 1. Patient Expectation Gap A remarkable experience for every patient every time 1 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 The entire rectangle depicts a person’s expectations. The light blue area depicts experiences hospitals measure. The RED areas depict what hospitals know about about the expectations. (There are no RED areas.)

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