SMG healthcare report reveals the value of measuring the patient experience beyond CAHPS requirements

Dec 11, 2019 by Paul Arnhold

KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has introduced a new report that’s based on patient experience (PX) data collected in a study commissioned by the The Beryl Institute. The report—3 patient experience questions answered—uncovers what 1,500 healthcare professionals revealed about shifting the cultural mindset and evolving to meet patient needs.

Though the “retailization of healthcare” is not a revolutionary concept, it’s created a turning point in healthcare. Healthcare organizations (HCOs) are recognizing that treating patients like customers is critical, and it’s led to exponential growth in the PX industry. However, while nearly four out of five providers cite PX as a top priority in the next three years, the definition of the practice and who is responsible for it still varies across the industry.

This report was designed to help HCOs establish fundamental truths about PX management, identify characteristics of successful initiatives and illustrate how a strong and unified approach can impact the entire organization.

“As the healthcare industry moves to a patient-centered care model, HCOs are increasingly discovering the value of patient experience management,” said SMG President Michele Vance. “We published this report to help organizations move beyond CAHPS measurement and develop methodology guided by real-time feedback.”

After establishing fundamentals about the state of patient experience management, the report looks at five characteristics of successful PX efforts—analyzing outcomes for organizations that incorporate additional PX measurement alongside CAHPS compared to those that only execute CAHPS. The final section of the report highlights how well-established PX efforts help providers meet their goals of better patient care and business outcomes.

The results revealed that the 45% of HCOs implementing PX measurement strategies that go beyond CAHPS requirements—compared to those solely relying on CAHPS—are seeing major benefits:

  • 19% pts increase in loyalty
  • 15% pts increase in community reputation
  • 11% pts increase in clinical outcomes

As evidenced, the gap is widening. The HCOs that are thriving have a culture that supports PX and integrate it into every facet of the business. In addition, those organizations that are measuring key touchpoints throughout the patient journey are delivering a better patient experience and driving positive change.

About Service Management Group

SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit