Patient experience and satisfaction with a healthcare system: connecting the dots

Abstract

Patient experience and patient satisfaction, the two recognized indicators for assessing the quality of healthcare, are related, but distinct concepts. To what extent does patient experience account for variation in patient satisfaction with a healthcare system? Which aspects of patient experience relate most strongly to satisfaction with services? The purpose of this article is to provide a discussion about the concept of patient experience and its relationship with patient satisfaction. Recommendations are offered about how the relationship between these two concepts could be well investigated, and what aspects of care should have priority for action to improve quality for patients.