This website uses cookies

We use cookies to personalize content and ads, to provide social media features and to analyze our traffic. We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. We will only use cookies based on your decision.

Why improving patient experience is the new mindset

07/27/2018

“Patient experience is not about patient satisfaction. It is not about how happy people are, or how satisfied they were with an encounter. It is the story they take with them that will impact them for the rest of their lives. Experience is the lasting story that people take with them.”  Jason Wolf


  • Experience happens at the point of interaction, one human being to another.
  • Patient experience is grounded in the kind of organizations we build.
  • The organization we build that leads to those perceptions covers all touchpoints across continuative care and sometimes exists in those little spaces in between that we do not think about.
  • It is about the patients' and families' perceptions: we have to consistently work on those interactions, be they clinical or interpersonal, to ensure we are providing the best experience.

Jason A. Wolf

Jason A. Wolf, PhD, CPXP is a passionate champion and recognized expert on patient experience excellence, organization culture, and high performance in healthcare. He is President and founder of The Beryl Institute and the Founding Editor of the Patient Experience Journal (PXJ).

Subscription Button Icon
Be the first to know about our events, training, and news