Are We Measuring the Right Things in Healthcare?

I’ve been a patient far too many times in the last few months, and it’s given me an interesting perspective. Each time I visit a doctor’s office, surgery center, or imaging facility, I receive an email or text message asking me to complete a survey about my “#customerexperience.”

Here’s the problem: I’m not a customer—I’m a patient.

And I can’t help but wonder—are we measuring the right things to improve the #patientexperience?

The Wrong Metrics: A False Sense of Success

The surveys are all the same. They ask:

? Was check-in smooth?

? Was the front desk staff knowledgeable?

? How easy was it to make an appointment?

? How long did you wait?

These questions make sense from an operational standpoint, but they miss the heart of the patient experience. The reality is, I don’t mind waiting a little longer if it means my physician takes the time to truly listen. I don’t care much about the efficiency of the front desk if my provider feels he/she must rusha through my visit without addressing my concerns.

Yet, what these surveys never ask is:

? Did your provider take the time to listen to you and answer all your questions completely?

? Did you leave with a clear understanding of your diagnosis and treatment plan?

? Did your provider set expectations for your recovery and next steps?

? Did you feel like a person—or just the next appointment on the schedule?

The Patient Experience Is Not a Transaction

Being a patient is a process, not a single transaction. You move through the healthcare system, often in a vulnerable state, seeking clarity, reassurance, and healing. It takes time. It requires communication, trust, and connection.

As a customer, I may want to “get in and get out” as quickly as possible.

As a patient, I want to feel heard. I want to understand what’s happening to my body. I want to know that my provider sees me—not just my chart.

A Call to Reframe What We Measure

If we want to improve healthcare, we need to rethink what we measure. Yes, operational efficiency matters. But efficiency without patient connection leads to frustration, miscommunication, and ultimately, worse outcomes.

If you had the power to rewrite those patient surveys, what questions would you include?

Let’s start a conversation.