September 2006
Marketing Health Services;Fall2006, Vol. 26 Issue 3, p20
Academic Journal
This article reports on patient experience mapping (PEM). PEM is a market research tool used to gain insight into the patient experience during healthcare visits and stays. PEM determines what most affects their satisfaction or dissatisfaction and what can be improved to promote their loyalty. It breaks down each experience into manageable portions, and examines each portion separately and in detail. This is as opposed to relying on the relatively shallow overview that most patient satisfaction surveys provide, when they inquire about all aspects of the experience at once.


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