ExecutivesummaryWiththemarketshifttowardsvalue-basedandpatient-centeredmodelsofcare,improvingpatientexperienceisanincreasinglycommonfocusforhospitals.Goodpatientexperienceisanintrinsicallyvaluablegoal,andpayersareincreasinglyemphasizingpatientexperienceaspartofcarequality.1Patientexperiencescores—reflectingfactorsasdiverseasahospitalfloor’snoiselevelthroughoutthenightandhowwellnursesanddoctorscommunicatewithpatients—havebecomekeyhospitalperformancemeasures.InDeloittes2016reportThevalueofpatientexperience:Hospitalswithbetterpatient-reportedexperienceperformbetterfinancially,wefoundthathigherpatientexperiencescoresareassociatedwithhigherhospitalprofitability,andthatthisassociationisstrongestforaspectsofpatientexperiencemostlikelytobeassociatedwithbetterclinicalcare(inparticular,nursestaffingengagement).Sinceimprovingpatientexperiencecanl