The patient experience in the face of COVID-19

The COVID-19 pandemic has sparked dramatic transformations in the patient experience. From a heightened emphasis on safety to the massive expansion of telehealth, one thing continues to remain constant: The importance of the provider-patient relationship.

Based on patient feedback captured across diverse hospital-based care settings from January through September 2020, this report offers insights that provider organizations can use to ensure they're aligning with their patients' needs now and in the future.

Survey finding themes explored in the report:

  • Key aspects of the care experience that have always been central to the patient satisfaction
  • Patients are more attuned to safety
  • Patients are using telehealth services in record numbers
  • COVID-19 patients are straining hospital capacity and reporting poorer experiences


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