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
Pillar Weight
12% of HPI Score
Overview
Pillar
PX Score 86.2 /100
Excellent
Pillar
Pillar
Trust & Respect 87.1 /100
Excellent
Pillar
Pillar
Shared Decision-Making 82.8 (per 1,000 patient days)
Excellent
Pillar
Pillar
Complaint Resolution 80.4
Good
Pillar
Pillar
Digital Engagement 83.6
Excellent
Pillar
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
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
Dashboard Preview
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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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