Gartner Research

A Superior Patient Experience Is a Meaningful Measure of Care Quality

Published: 13 February 2014

ID: G00257907

Analyst(s): Barry Runyon


Quality of patient experience depends on the organizational culture that fosters it and on the IT that enables it. Healthcare provider administration and IT leadership should use this research to determine how the right policies and technologies can contribute to an enduring patient relationship.

Table Of Contents
  • Impacts


  • What Is the Patient Experience?
  • Culture Counts

Impacts and Recommendations

  • HDO CIOs are now faced with a new type of patient who expects to be treated like a valued customer
  • To counter unsustainable healthcare costs and poor outcomes, HDO CIOs will deploy IT that enables patients and providers to more closely collaborate in the delivery of care

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