A Comprehensive Quality Improvement Approach to Better Patient Experience

Decades of malpractice claims data show a relationship between patient experience—particularly communication, trust, and expectation-setting—and malpractice risk. Physicians and organizations with stronger patient satisfaction scores tend to experience fewer and less severe malpractice claims, even when clinical outcomes are comparable. As health care continues to prioritize patient-centered care, understanding how patient experience intersects with risk and liability has become increasingly important.

In this article learn what a strong workplace culture achieves. Engaged staff and a values-driven culture strengthened performance for the Mayo Clinic and drove patient satisfaction above the 90th percentile nationally through mid-2024.