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 the importance of patient experience, Dr. Leana Wen writes. The case was a textbook example of quality care, meeting diagnosis, treatment and recovery measures. Yet the patient did not find out for two days what his diagnosis was, his wife was not kept up-to-date and they ultimately filed a complaint. "The objective measures that health care workers focus on are necessary, but they're not enough by themselves," Wen writes, arguing that stepping back to see people as humans, not diagnoses, can make all the difference.

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