Insights on the Future Priorities of Patient Experience Research as Care Experience Research.

Abstract

Patient experience must innovate and demonstrate impact alongside evolving healthcare systems, technology, and patient populations to meet demands and deliver excellent, high value care. Patient experience focuses largely on experience and satisfaction metrics from unique encounters, while burnout and turnover of healthcare team members persist, and the technology industry aims to disrupt healthcare delivery. Academic medical centers are well positioned to lead the way by conducting user and academic research to develop, test, and disseminate findings from successful interventions which are cocreated with patients and care teams. This article outlines three insight areas with opportunites for innovation toward this aim: focus on care experience in parallel of patient experience, integrate human-centered design as technology solutions are developed from the inside out, and measure and evaluate all interventions aimed at enhancing the care experience.