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By Garrett South, Sr Director of Patient Experience, CommonSpirit Health
Redefining Patient Experience Today
When we talk about patient experience today, we’re talking about the comprehensive journey a patient undergoes in healthcare—not just the clinical care but the entire journey. It’s about how easy it is for patients to access services, the support they receive when they’re scared or confused, and how respected they feel in a system that often feels overwhelming. A lot has changed in the last few years, and rightly so.
We’ve shifted from a focus on patient satisfaction to genuine engagement. This is about moving beyond the transactional. In the past, we were focused on checkboxes—‘Did the patient get what…