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White Paper

Beyond Surveys: How Human-Centered Standards Can Improve the Patient Experience in Healthcare

Beyond Surveys: How Human-Centered Standards Can Improve the Patient Experience in Healthcare

Beyond Surveys: How Human-Centered Standards Can Improve the Patient Experience in Healthcare

Burns & McDonnell
Pages 6 Pages

Traditional satisfaction surveys reveal whether patients are pleased with their care but often fail to explain why. Human-centered standards provide a broader framework for improving the entire patient journey, considering staff interactions, family inclusion, privacy, stress, wayfinding and the physical environment. Healthcare organizations can combine surveys with focus groups, advisory councils, direct observation and real-time feedback to translate patient needs into practical design and operational improvements. Continually evaluating these standards can improve outcomes, loyalty, staff retention, efficiency and financial performance.

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