HCOs are focusing too much attention on patient experience and satisfaction, trying to compete with hotels, and not enough on honest-to-goodness engagement, says this article. Instead of spending so much time, money, and resources on making waiting comfortable, hospitals should address why patients are waiting.
Thanks to @westr for pointing us to this story. Bob says, “Patient engagement will lead to better health than patient experience, which is the present focus (and is important also).”
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