Today, patients are arguably more empowered than ever before—and with higher expectations. And yet, a large gap remains between patient expectations for care and the reality of their experience before, during, and after a hospital stay.  A staggering 96% of patient complaints are related to customer service rather than the quality of care, and 81% of customers report being unsatisfied with their health care experiences. The importance of patient experience goes beyond just the satisfaction scores; it directly impacts

Over the last several years, health care has continuously experienced dramatic shifts – in volume and acuity, care delivery, staffing, reimbursement, and public perceptions and expectations.