NEJM September 11, 2019
Anish K. Agarwal, MD, MPH, MS, Lauren Hahn, Raina M. Merchant, MD, MSHP & Roy Rosin, MBA

With over 6 million listings in 100,000 cities worldwide, Airbnb has redefined the hotel and hospitality industry. A key component of the company’s success is its dedication to “handcrafting” the guest experience. Handcrafted experiences are designed with an intentional, in-depth focus on individuals, informed by placing oneself in another’s shoes. They create delight for users through unexpected end-to-end experiences.

We believe Airbnb’s model offers lessons for guiding health care innovation in patient satisfaction.

There’s no doubt that health care has begun to pay more attention to patient experience metrics, such as those captured by the national Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. These metrics are increasingly transparent and publicly available. The Centers for Medicare and Medicaid Services...