Patient Experience Management
Patient engagement, digital services, satisfaction measurement, advocacy and grievances, patient rights and ethics, and volunteer and auxiliary services across the care continuum.
Patient Experience Management (BC-2910) is a level-1 business capability in the Healthcare Providers model. The catalog holds 13 API surface(s) from 9 provider(s) that can perform some part of it, 4 of them rated strong or better. Reach is the vendor surface that lands on this capability — it is not a claim about what any particular organisation has deployed.
Authorities this capability cites
Cited by the capability model itself. These frameworks are referenced, never redistributed, and citing one does not imply its owner endorses this listing.
- https://www.theberylinstitute.org/
- https://hcahpsonline.org/
- https://www.ahrq.gov/cahps/
- https://www.jointcommission.org/
Sub-capabilities
Patient Engagement & Communication BC-2910.10
Multi-channel communication with patients and families including education and language services.
Patient Portal & Digital Services BC-2910.20
Operation of patient-facing digital services including portals, mobile applications, and self-service tools.
Patient Satisfaction Measurement BC-2910.30
Survey-based and real-time measurement of patient satisfaction and experience.
Patient Advocacy & Grievances BC-2910.40
Patient advocacy, complaint and grievance handling, and service recovery.
Patient Rights & Ethics BC-2910.50
Oversight of patient rights, informed consent processes, advance directives, and ethics consultation.
Volunteer & Auxiliary Services BC-2910.60
Operation of volunteer and auxiliary programmes that support patients and families.
Providers that reach this capability
Ordered by rating band. Reach means a provider publishes an API surface that can perform some part of this capability — it is not a claim that any particular organisation has deployed it.