When patient experience and quality metrics don't align

07/1/2014 | National Public Radio

This case of a patient who visited an emergency department for a heart attack highlights what can be a disconnect between high-quality care and patient experience. The patient was treated rapidly -- with a door-to-balloon time of just 22 minutes -- and without complications, a textbook case for quality care. Yet he returned home without a clear sense of the excellent care he received and ultimately filed a complaint about his experience. The case is a reminder that while quality metrics are essential for excellent care, they alone may not yield high patient understanding or satisfaction, writes Dr. Leana Wen.

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