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The unexpected impact of patient experience on hospital margins


Improving patient experience is an intrinsically valuable goal—and one providers have pursued because of its direct impact on reimbursement. But the lesser-known truth is that patient experience impacts health system margins beyond an individual facility's HCAHPS score. As more consumers rely on word-of-mouth referrals, their experience determines not just whether an individual returns for care, but whether he or she recommends that provider to friends and family.


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