An In-depth Analysis of Patient Experience : What Patients Expect Most in Their Healthcare
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The healthcare system is designed to maintain or improve the status of a patient’s health. In order for healthcare organizations to know if they are meeting their goals and intended purpose, they need patient feedback regarding their experience. In-depth interviews of nine current and previous Mercy Health patients were conducted by the Innovation Hub of Mercy Health. These interviews were analyzed and grouped into categories to discover where these patients’ healthcare is working and the areas that need improvement. It was discovered that patients most commonly noted compassion, confidence, and easing anxiety when talking about their healthcare experience. When taking these findings and looking at other research of patient experience the findings here are supported. Outside research suggests that when patients are looking for a provider or choosing to remain with a provider, they are interested in someone that is compassionate and instills confidence.
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