Becker's Healthcare April 3, 2025
As healthcare continues its shift toward value-based care, one factor is becoming impossible to ignore: patient experience isn’t just about satisfaction — it’s directly tied to reputation, reimbursement, and retention. And yet, how we measure experience hasn’t kept pace.
Most systems still depend on traditional surveys that are infrequent, narrow in scope, and often miss the depth and diversity of patient voices. With HCAHPS star ratings playing a significant role in how healthcare quality is perceived and evaluated, many hospitals understandably focus on meeting benchmark thresholds.
But there’s a better way forward — one that puts patients first and equips healthcare leaders with the insights they need to drive outcomes.
The Problem with the Current System
Experience measurement today is...
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