Health systems need to comprehensively measure the patient experience to improve it, as patient satisfaction is becoming an important competitive advantage. Additional feedback is required to identify the most important factors for patients and determine which investments can best help meet business objectives. As satisfaction surveys impact the bottom line and patients shop for quality and affordable care, health systems must conduct research to understand patient satisfaction tied to business goals, gather data on influential factors, and use the data to develop robust measurement and translate insights into tools connecting desired outcomes to emotions and actions.

1. MEASURING THE
PATIENT
EXPERIENCE
For hospitals and health systems, patient satisfaction is likely to become an increasingly
important source of competitive advantage. Yet many providers cannot measure the
patient experience comprehensively, an important first step in improving it.
Health systems that want to use patient satisfaction as a way to improve business
performance need additional feedback and data to identify the factors that matter most to
the patients they serve. Armed with the combined information, the health systems can then
determine which investments in improving the patient experience can best help them meet
their business objectives.
Satisfaction surveys now impact the bottom line and the growing proliferation of high­deductible
health plans and narrow networks are also forcing patients to treat their health care like any other
business, shopping around for the highest­quality, most­affordable experience.
G A P I N G V O I D H E A L T H C A R E A N D L I F E S C I E N C E

2. G A P I N G V O I D H E A L T H C A R E A N D L I F E S C I E N C E
STEPS TO MORE
ROBUST PATIENT
EXPERIENCE:
1. Determine which business outcomes the organization wants to target, such as increased
patient volume or customer retention.
2. Conduct research with patients, whether through surveys or focus groups, to figure out what
questions gauge satisfaction tied to those objectives.
3. Gather additional information on the factors that most strongly influence how patients
respond to those questions, and metrics that enable the hospital to gauge performance in.
4. Use the data to develop a robust measurement system to uncover operational insights and
translate those insights into visual tools that connect desired state to emotion and action.
5. And finally, install an internal marketing campaign that turns change into a movement, by
connecting people in a scalable way around ideas.

3. MORE INFO ON
METHODOLOGY HERE:
http://healthcare.mckinsey.com/measuring-patient-experience-lessons-other-industries
G A P I N G V O I D H E A L T H C A R E A N D L I F E S C I E N C E
http://www.hhnmag.com/articles/6017-improving-the-patient-experience
Gapingvoid has created a comprehensive approach health systems can use to deepen their
understanding of the patient experience and care provider's culture to identify the most effective
ways to increase patient satisfaction through surveys and analysis. Using the collected data, we
create immersive visual spaces that improve staff morale, boost productivity and improve the
patient experience helping health systems achieve their business objectives as well as increase
their revenue, improve medical outcomes and HCAHPS scores.