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Patient Experience Improvement 2021

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Healthcare Experience Management 2024 Healthcare Experience Management 2024
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Healthcare Experience Management 2024
Improving the Healthcare Experience for More than Just Patients

author - Adam Cherrington
Adam Cherrington
author - Dan Czech
Dan Czech
author - Spencer Snyder
Spencer Snyder
June 28, 2024 | Read Time: 6  minutes

The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS’ Patient Experience Improvement 2021 report). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report—focused more holistically on healthcare experience management—examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients.

† KLAS plans to rename our Patient Experience Improvement market segment to Healthcare Experience Management soon after this report’s publication.

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Key Findings:

  1. Customers of High-Performing Feedtrail & Market Share Leader Press Ganey Report Both Broad & Deep Adoption for Measuring Stakeholder Experiences
  2. NRC Health Has Most-Improved Overall Performance Score & PRC Stands Out for Increasing Clinicians’ Awareness of Patients; Both Vendors Have Opportunity to Broaden Measurements beyond Patient Experience
  3. Qualtrics* Customers Appreciate Cross-Industry Expertise & Advanced Capabilities; Quality Reviews* Highlighted for Value & User Experience

*Limited data

author - Sarah Hanson
Sarah Hanson
author - Breanne Hunter
Breanne Hunter
author - Andrew Wright
Project Manager
Andrew Wright
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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.