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Patient Experience Improvement 2021 Patient Experience Improvement 2021
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Patient Experience Improvement 2021
Increased Consumerism Driving Need for Customized, Real-Time Feedback

author - Adam Cherrington
Adam Cherrington
author - Dan Czech
Dan Czech
author - Ciera Walker
Ciera Walker
December 2, 2021 | Read Time: 12  minutes

Current Time Inside Cache Tag Helper: 9/30/2023 5:37:07 PM and Model.reportId = 1745

Provider organizations’ efforts to improve the patient experience have typically relied on standardized, retrospective benchmarking data (predominantly from the CMS-regulated CAHPS survey). However, to really amplify the voice of the patient and meet the rising demands of healthcare consumerism, organizations also need customizable tools that allow them to respond to patient feedback in real time and quickly identify service-recovery options. This report examines the opportunity that exists for the industry to augment a CAHPS-centric approach with more customizable capabilities.

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Current Time Inside Cache Tag Helper: 9/30/2023 5:37:07 PM and Model.reportId = 1745

Key Findings:

  1. Patient Experience Improvement Technology
  2. Qualtrics, Feedtrail & Quality Reviews Enable Prompt Responses by Bringing Patient Needs Front and Center
  3. Customers Generally Satisfied with Industry Mainstays Press Ganey & NRC Health; Opportunities Exist for Better Usability, More Customization
  4. Data Is King—Led by Qualtrics, Feedtrail, and Quality Reviews, Top Outcomes Center around Faster, Better Decision-Making
  5. Vendors At a Glance
  6. Voice of the Customer
author - Elizabeth Pew
Elizabeth Pew
author - Natalie Jamison
Natalie Jamison
author - Natalie Jamison
Project Manager
Natalie Jamison
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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. © 2023 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.