Pillar 05

Patient Experience & Engagement

This pillar measures how patients experience care, how much they trust the institution, and how actively they are engaged in their healthcare journey.

Pillar Score
84.5
/100
Excellent
VS Last Assessment
5.6 Points
Pillar Weight
12% of HPI Score
Overview Measures Sections Indicators Dashboard Improvement Actions
Pillar
PX Score 86.2 /100
Excellent
Pillar
Trust & Respect 87.1 /100
Excellent
Pillar
Shared Decision-Making 82.8 /100
Excellent
Pillar
Complaint Resolution 80.4 /100
Good
Pillar
Digital Engagement 83.6 /100
Excellent
What It Measures
  • Patient trust
  • Respect and dignity
  • Emotional support
  • Waiting experience
  • Patient education
  • Shared decision-making
  • Complaints and feedback response
  • Digital engagement and portal use
building
Core Sections
Trust & Dignity
Trust & Dignity
Communication Empathy
Communication Empathy
Shared Decisions
Shared Decisions
Feedback & Complaints
Feedback & Complaints
Patient Education
Patient Education
Digital Engagement
Digital Engagement
Key Indicators
PX Score86.2
Net Recommendation Score72
Complaint Resolution Within Target88%
Patient Education Completion84%
Digital Portal Adoption67%
Shared Decision-Making Score83%
Trust Score87%
Average Waiting Experience Rating4.3/5
Response to Feedback90%
Risk Signals
  • Rising complaints in outpatient areas
  • Low engagement with digital tools
  • Delays in complaint resolution
  • Poor explanation of care plans
  • Limited emotional support in high-stress settings
  • Negative waiting experience trends
  • Fragmented patient journey touchpoints
Dashboard Preview
PX Trend (12M)
86.2
4.7
Trust Trend (12M)
87.1
5.2
Complaint Categories (12M)
  • Access 28%
  • Communication 24%
  • Billing 18%
  • Clinical Care 17%
  • Other 13%
Patient Journey Stages
  • Scheduling 4.2/5
  • Arrival 4.1/5
  • Care Experience 4.3/5
  • Discharge 4.1/5
  • Follow-up 4.2/5
Improvement Actions
  • Use patient feedback to redesign services
  • Strengthen communication and empathy training
  • Improve shared decision-making
  • Enhance digital engagement and patient education
  • Close the loop on complaints and feedback
Pillar
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