THE TOP 15 PATIENT EXPERIENCE METRICS FOR SUCCESS By Cindy Feeley and Stephen Dean by Keona HealthIntroduction At the heart of our approach is a deep commitment to patient care—every interaction counts in building a caring and efficient healthcare environment that values each patient and provider. This guide not only delves into each metric, explaining its importance and method of calculation, but it also embodies the principles of Patient Care, Agent & Nurse Empowerment, and Provider Trust. 2 With over 35 years of combined experience driving excellence in call centers, our experts have written this ebook on the top 15 patient experience metrics for healthcare organizations. These core aspects ensure that every service provided is a reflection of our commitment to outstanding car

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