This presentation emphasizes the value of patient/caregiver stories that reveal the realities of their healthcare experiences – experiences that can tell us much more than single organization patient satisfaction rates. At the PANORAMA launch, Marcia Visser of the Foundation board said rather than shying away from hearing healthcare experience stories, service and system leaders should seek them out to identify cross-system problems and to prompt improvements. She said we need to look beyond high-level stats and facts to see the faces – and hear the human implications — behind them. They can help us find the right questions to ask to better measure the quality of patient and caregiver experience – a necessary step to improving it.

Read the presentation slides
(PDF – 12 pages – 516 KB)