And finally, it has to do with our interactions with our people,
our processes, and our physical setting.
This is important because oftentimes, we have good people, but
poor processes that will frustrate our employees and our patients.
These need to be worked on as well.
And then what kind of a physical setting are our patients in and our employees?
There is a difference between satisfaction and experience.
People used to always talk about patient satisfaction.
And this was really around subjective kinds of concepts.
How good was your food, very good to very poor?
How good was the parking?
How warm was your room?
And it really can vary greatly by country and culture.
We've been moving away from patient satisfaction to
really talk about experience.
And patient experience is meant to elicit factual data, and
it can be easier to interpret and to do something about.
So questions like, how often were your room and
bathroom kept clean, from always to never?
So if the bathroom, if they're saying usually or
sometimes, we have something that we can do with it.
We can go in and see what's going on with that cleaning.