HealthTech Magazines March 28, 2025
By Denise M Sorrentino, Physician and COO, Iowa Heart Center/MercyOne
Patient experience in a post-pandemic world is a daunting challenge, especially when healthcare systems and providers are dealing with provider shortages and a consumer-driven market. Operating in this environment requires patient experience to go beyond patient satisfaction scores. It requires intentionally attending to the full circle of needs of the patient and their family to provide clear, complete “patient-centered care.”
The shift to a consumer-driven market
For many years, healthcare followed a paternalistic model, where patients were raised to do what their physician told them to do —no explanation needed. I’m happy to say this care model is defunct and long gone. And this shift alone has elevated...
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