What Patient Experience Data Has Revealed Since the Pandemic Started

Healthcare Experience Matters

Jan Gnida CPXP and Katie Owens, MHA, CPXP, join us on the Healthcare Experience Matters Podcast this week as we examine the interesting shifts in data within patient experience trends since the start of the pandemic.

Jan is the Senior Vice President of Research Operations for PRC, and this is her first time joining our podcast. Katie is a familiar voice to our podcast listeners and joins us once again for today’s discussion. She currently serves as President of the Healthcare Experience Foundation (HXF).

Jan and Katie’s extensive experience and firsthand knowledge of the research shed light on the evolving landscape of patient experiences in healthcare since the pandemic’s onset in early 2020.

Three key insights we have uncovered through the ongoing research between PRC and HXF to monitor the trends in patient reported experience of care measures, as reported through the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems Survey):

• Patient experience results have not returned to pre-pandemic performance levels.
• Patient experience performance is more volatile than in the decade prior to the pandemic.
• The key drivers of patient experience — teamwork, safety, staff courtesy and respect — are enduring.

For those looking to see the graphic showing the research that we covered in today’s discussion, make sure to view the YouTube broadcast of our podcast here: https://youtu.be/zpNuenqUH_s

Learn more about today’s podcast on the Healthcare Experience Foundation website: https://healthcareexperience.org/pandemic-px-trends