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Patient Experience Measurement
Patient Experience Measurement
What is Patient Experience Research?
Patient Experience Measurement (PEM) is a structured approach to capturing, analysing, and understanding how patients perceive every stage of their healthcare journey
Assessing how patients perceive and evaluate their interactions with healthcare providers across the entire journey, from scheduling an appointment to discharge and follow-up
A structured, evidence-based approach to assessing how patients perceive and evaluate their entire healthcare journey
Unlike clinical outcomes (which measure treatment success) or operational metrics (like waiting times and bed occupancy), our Patient Survey focuses on the human and emotional aspects of care — how patients feel about the treatment they receive, whether they feel respected, how clear the communication is, and whether they trust the hospital to care for them and their loved ones.
Why it matters:
Patient expectations are rising (more transparency, empathy, and seamless service)
Hospitals are under pressure to improve quality ratings, reputation, and patient loyalty
Healthcare regulators and insurers are increasingly linking funding and accreditation to patient satisfaction scores
Positive patient experience directly correlates with better adherence to treatment, reduced complaints, better clinical outcomes, and higher trust.
Measuring Patient Experience In Your Hospital
Low patient satisfaction can be driven by several factors, including lack of clear communication from healthcare providers, insufficient recognition of patient needs, and a poor understanding of the patient’s expectations throughout their care journey. More than ever, patient experience has become a strategic priority for healthcare organizations because satisfied patients are more likely to follow treatment plans, show loyalty to the hospital and recommend services to others
Lighthouse Research works closely with your leadership team to tailor-make a patient research solution around your Hospitals specific needs
Think of the patient journey like a CX customer journey map, but with healthcare touchpoints
Benefits for Patients, Hospital Staff and Senior Executives
