Healthcare Experience Management 2024 Improving the Healthcare Experience for More than Just Patients

The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS' Patient Experience Improvement 2021 report). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report-focused more holistically on healthcare experience management-examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients.