“Ninety-seven percent of survey respondents say that listening to patients improves care. But capturing the patient voice and measuring it in a meaningful way is a difficult endeavor. Kaiser’s McKeegan is among the 59% of Council members who think survey instruments are ineffective at measuring patient experience. […] What McKeegan would like to see instead is real-time scoring and comments that clearly illustrate whether the patient trusted the provider, felt the provider listened and understood the problem, and believed the provider was willing to work with the patient. The bottom line, he says, is that if patients don’t feel positive about these areas, they won’t come back – and they won’t recommend the provider to other people.”

Learn more about this study at: https://bit.ly/2uZsRKJ