Redefining Care: The Human Experience Revolution

By Jim Cooper, PhD(c), MBA, CPXP, AtlantiCare Experience Officer, AtlantiCare Health System

Historically, the concept of patient experience was rooted in a narrow focus on individual patient engagement. Early efforts to define and measure patient experience were primarily concerned with evaluating patient engagement with specific aspects of care, such as clinical outcomes, waiting times, and hospital amenities. These metrics were often used to gauge the effectiveness of healthcare providers and closely tied to patient loyalty and the competitive positioning of healthcare organizations.

Patient experience, in its initial form, was heavily influenced by consumer-based approaches. Healthcare systems borrowed principles from the…