How to set up a patient experience program that worksInsight series - issue 3: What has real impact on the patient experience, and what doesn't?

The Beryl Institute – headed by Jason A. Wolf – and Siemens Healthineers conducted a study to identify the factors that have the greatest influence on a patient’s healthcare experience.

The results are summarized in a scorecard showing the most influential factors along the patient journey. This scorecard can be used to gauge system-wide patient experience efforts, and to identify gaps and areas for improvement.

  • Many hospitals have started patient experience programs. The task now is to identify the priorities and practices that lead to sustained success for your organization
  • The most influential factors for improving the patient experience were identified by about 300 high-performing patient experience institutions and almost 200 patients and family members.
  • The factors are summarized in a simple scorecard that you can use to gauge your system-wide patient experience efforts, and to identify gaps and areas for improvement.

Find out how to evaluate your own patient experience efforts:

This thought leadership paper is part of the Siemens Healthineers Insights Series. It provides ideas and practical solutions on 'Innovating personalized care', 'Achieving operational excellence' and 'Transforming the system of care'.

Jason Wolf, president and founder of The Beryl Institute

Jason A. Wolf, PhD, CPXP, is a passionate champion of and expert on patient experience excellence, organizational culture, and high performance in healthcare. He is the president and founder of The Beryl Institute, and the founding editor of the Patient Experience
Journal (PXJ).

The Beryl Institute is a global practice community dedicated to improving the patient experience through collaboration and shared knowledge.

For more on the Insight series, please visit

Printed insights papers on a desk.

Subscribe to discover thought-provoking ideas, gain practical solutions to 
today’s most pressing healthcare challenges, and receive our Insights Series.