1 Using Digital Feedback to Improve Patient Trust and Satisfaction A Case Study with T emple University Health System Rapid changes and growth in the U.S. healthcare market are prompting health systems to redefine their competitive approach. Under mounting pressure to maintain their marketplace advantage, medical facilities of every size and scope recognize that they not only have to improve patient outcomes, but also improve the overall patient experience to outperform other local healthcare brands with sustainable results. This relatively recent “patient as consumer” operational model has driven online care surveys and assessments to the forefront as organizations strive to better understand the patients they serve beyond individual health profiles and treatment charts.

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