Is It Time To Get Away From The Idea Of "Patient Experience"?

Is It Time To Get Away From The Idea Of "Patient Experience"?

For the last 20 years, the healthcare industry has been slowly shifting from fee-for-service to value-based care. We’ve seen the advent of the triple aim, the quadruple aim, pay-for-performance, and ACOs. All of this in an attempt to move from paying for healthcare based on quantity to paying for quality and outcomes. In the meantime, we’ve also seen a rise in consumerism and a focus on patient experience. And we tie those to the goals of value-based care. But the very word experience suggests we are still thinking about healthcare as episodic, and episodic care is susceptible to massive disruptions like those we’ve seen with COVID-19.

 


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