Do Happy Patients really mean Healthy Profit Margins?

In this paper, we analyse the data of nearly 3000 US hospitals to understand the link between patient experience ratings and hospital operating margins.

We also highlight key touchpoints in the patient journey that have an outsized impact on both a patient’s experience and their clinical outcomes.

This includes:

• at the start with joint decision making;
• during care with the overall care transition score;
• all aspects of interaction with nurses; and
• post discharge (the patient understood their care when they left the hospital).
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