Prioritizing Patient Experience in Healthcare
                     LET US PRIORITIZE 
PATIENT’S EXPERIENCE…
AND MAKE PATIENT 
EXPERIENCE DATA MORE 
ACTIONABLE
FACTORS THAT 
INFLUENCE PATIENT 
SATISFACTION SCORES
• Physician bedside manner.
• Facility cleanliness.
• Nurse response time.
• Efficiency of healthcare administrators and chief 
patient experience officers (CXOs)
SURVEY: GOALS OF THE 
PATIENT EXPERIENCE OFFICE
Key CXO Goals Expected Benefits
Hit or exceed CAHPS-related targets Improve reimbursements, avoid 
penalties
Provide a consistent experience across Higher patient satisfaction and loyalty
facilities 
Build awareness of improving experience Staff see how better experience impacts 
their role
Improve health literacy More informed patient decision-making 
Address operational challenges Enable continuous improvement 
Align with industry best practices Leverage evidence-based frameworks
Percent of
hospitals using
measure 
CAHPS or HCAHPS Quality data Safety data
Compliments and Complaints Employee engagement surveys Employee metrics
Operational data Financial data Employee satisfaction measures
Net Promoter Score
OTHER THAN THESE, THERE ARE A 
FEW PATIENT SPECIFIC NEEDS THAT 
NEEDS TO BE ADDRESSED
UNMET SURVEY NEEDS, IN ORDER OF 
IMPORTANCE:
• Capture patient sentiment at point of care.
• Provide direction for point-of-care surveys.
• Capture patient sentiment beyond surveys.
• Understand the impact of the “human touch”.
• Analyze open-ended Q.
• Populate a data warehouse.
• Help healthcare organizations develop their strategy
WE BELIEVE IT’S QUITE 
CHALLENGING TO STAY ON 
TOP AS A PATIENT SERVICE 
PROVIDER, BUT WE HAVE 
GOT IT ALL COVERED FOR 
YOU
QUALITY REVIEWS OFFERS INNOVATIVE 
SERVICE RECOVERY TOOLS THAT PRODUCE 
ACTIONABLE DATA AND INSIGHTS THAT 
ENABLE REAL-TIME ADJUSTMENTS.
WITH HOSPITALS TODAY OPERATING ON 
THE NARROWEST OF MARGINS, LOSING 
EVEN ONE PATIENT OVER POOR 
CUSTOMER SERVICE IS TOO MANY
WHAT WE DO
Q-REVIEWS
Q-REVIEWS IS OUR REAL-TIME PATIENT FEEDBACK 
AND SERVICE RECOVERY PLATFORM FOR THE 
OUTPATIENT SETTING
Q-ROUNDING
Q-ROUNDING IS OUR PATIENT EXPERIENCE 
ROUNDING TOOL FOR THE INPATIENT SETTING
Q-REMINDERS
Q-REMINDERS IS OUR APPOINTMENT REMINDER 
TOOL FOR THE OUTPATIENT SETTING.
This Photo by Unknown Author is licensed under CC BY-NC
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