Transform Patient Experience

Patient experience has moved from relevant to vital. Executives recognize that a great experience leads to better patient outcomes and stronger business performance. Reputation and ratings have become patients’ leading indicators to select great providers. Patient experience is shaping the choices patients are making.

82% of healthcare leaders rank patient experience as one of their top three priorities for the next three years¹.

More than ever, success depends on building an organizational culture that creates unforgettable experiences. This is why most organizations are investing in efforts to improve patient experience. A leap in performance is necessary to be a leading-edge provider of choice.

Gap International’s research shows that mindset is the underlying force that pulls those efforts together and takes patient experience from good to extraordinary.

A new way to think about
patient experience

• Aligns and engages clinicians and employees around a unified patient experience
• Creates an environment that liberates everyone to own the experience they create and take action to improve it
• Reconnects clinicians and employees with the purpose that led them to become healthcare professionals—people taking care of people

• Dramatic increase in patient satisfaction scores
• Stronger financial performance, including revenue and gross operating margins
• Decrease in malpractice costs and employee turnover
• Increase in key patient safety metrics