POINTS TO REMEMBER
The Beryl Institute, a US organization focused on best practices in Patient Experience, defines the patient experience as:
“The sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”
Another definition might be: “The perception that patients/prospects have of their interactions (directly or indirectly) with your hospital (employees, services, systems).”
Is the Patient Experience Different for Medical Travelers?
Yes, it is typically a broader care continuum (begins earlier and ends later) and there are also characteristics inherent to medical travel that uniquely impact the patient experience.