[Report] Forrester Patient Experience Thought Leadership Paper

No immunity to patient experience obsession

Online surveys with 260 US hospital Revenue Cycle
leaders highlight the growing need to drive patient delight.

Findings & Recommendations

Hospitals recognize the importance of patient satisfaction and the role that patient financial services play.

Make patient experience an organization wide obsession.

Despite this, hospitals struggle to address patient financial services due to cultural and measurement challenges.

Seek partners who can help overcome both the technology and strategy challenges.

Driving exceptional patient financial services leads to improved satisfaction and improved business and patient outcomes.

Link your investments in experience to driving and measuring patient satisfaction.

Hospitals show a shift toward patient obsession, putting health outcomes and experience at the top of their objectives.

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