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Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: the definition of patient experience differs across the healthcare industry.

The definition of the patient experience varies depending on the healthcare leader you ask, according to a recent article published in Modern Healthcare.

And that uncertain definition is frustrating in the industry, says Dr. Jim Merlino, president and chief medical officer at Press Ganey.

Joan Kelly, chief patient experience officer for NYU Langone Health System in New York City, says the patient experience is about having better health outcomes and well-being for people.

“The reality is, people don’t choose this,” Kelly says. “They only want to use it when something is wrong. It’s very different from a purchasing mindset.”

The Beryl Institute, a global community that focuses on improving the patient experience, defines the patient experience as “the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.”

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Megan Wenzl

Megan is the Associate Editor for ReviewTrackers. She's a writer who is committed to finding useful information to help your business succeed. Megan holds an M.A. in journalism from Columbia College Chicago.