Doctor talking to mother and child

Although technology continues to revolutionize the health care industry, personal engagement is what drives patient satisfaction.

“It’s clear — patient experience starts with health care workers on the front lines, from the physicians and nurses who provide clinical care to the staff who check people into the hospital and manage billing,” according to the 2023 Healthcare Industry Reputation Report. ”Positive reviews underscored how much people on the frontlines make a difference in a positive patient experience.”

Reputation, a consumer feedback software company, analyzed more than one million patient reviews across 200,000 physicians and hospitals and surveyed consumers about how they search for care. For hospitals, the top three drivers of positive sentiment were staff, bedside manner, and competence of the physician. For physicians, the top three drivers were almost identical — bedside manner, staff and competence of the physician.

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