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Improving the patient experience can help your organization improve its clinical and financial performance.

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    • Hospitals with higher patient-reported experience scores perform better financially; the association of patient experience with financial performance is large, even after controlling for other hospital characteristics that can affect performance1
    • Hospitals with higher patient-reported experience ratings have better processof care quality scores2,3
    • Better patient experience correlates with lower medical malpractice risk and lower staff turnover ratios4
    • Higher hospital-level patient satisfaction scores were independently associated with lower 30-day readmission rates for acute myocardial infarction, heart failure, and pneumonia5


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    Thinkwell Health applies the principles of experience design to orchestrate the interactions among your organization’speople, places, platforms and programs

    1. Betts D, Balan-Cohen A, Shukla M, Kumar N.The value of patient experience. Hospitals with better patient-reported experience perform better financially. Washington: Deloitte Centre for Health Solutions; 2016.
    2. Glickman SW, Boulding W, Manary M, et al, “Patient Satisfaction and Its Relationship With Clinical Quality and Inpatient Mortality in Acute Myocardial Infarction,” Cardiovascular Quality and Outcomes, 2010; 3(2); 188-195
    3. Trzeciak, S., Gaughan, J. P., Bosire, J., & Mazzarelli, A. J. Association Between Medicare Summary Star Ratings for Patient Experience and Clinical Outcomes in US Hospitals. Journal of Patient Experience, 2016: 3(1), 6–9
    4. Fullam F, Garman AN, Johnson TJ, et al. The use of patient satisfaction surveys and alternate coding procedures to predict malpractice risk. Med Care 2009 May;47(5):1-7.
    5. Boulding W, Glickman SW, Manary M, et al. “Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days,” American Journal of Managed Care, 2011; 17(1); 41-48

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