Overcoming physician skepticism of patient experience measures is one of the most fundamental barriers to achieving truly patient-centered care.

This cheat sheet is designed to help CMOs and other physician leaders discuss patient experience data with physicians. It includes talking points to address two categories of pushback:

1. Pushback against the importance of patient experience.
2. Pushback against HCAHPS scores, although leaders can adapt these talking points for other quantitative measures of experience, such as supplemental experience surveys.

Use this cheat sheet to anticipate and address common pushback that you might encounter in medical staff meetings and in one-on-one performance conversations with physicians.

Download the Cheat Sheet