Patient experience is finally recovering. Is your organization ready?

At the close of 2021, I wrote that we were in a patient experience crisis. With the pandemic grinding on and omicron surges hitting most of us, the outlook was grim. My colleagues and I had never seen patient experience metrics drop so rapidly, and this development was a critical concern for the operations leadership and boards of many health systems. At the end of 2022, I wrote that, although some improvement had been seen, national indicators were still trending flat to negative.