Patient experience is the perceived value of a patient’s interactions across the healthcare system and is seen as a key step toward patient-centered care. Since 2020, patient experience has been colored by the cloud of COVID-19 – initially, with the fear of attending in-person appointments and now, frustration at understaffed offices and facilities.

In 2022, increased communication is still critical to delivering a positive patient experience. In person, acknowledging the current challenges out loud can be a surprisingly effective way to neutralize frustration. Another answer is turning to technology to help absorb the backlog – online scheduling, patient portals and other ways patients can help themselves without involving staff.

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