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What’s missing from care experiences? 1.4 million patient comments weigh in

There’s a fundamental contradiction at the heart of today’s healthcare industry. If you judge by HCAHPS scores, patient satisfaction is hitting an all-time high. Yet some signs indicate that patient loyalty has never been lower. Patients praise their doctors, but change providers about as often as they change their mobile phone plans; a recent NRC Health Market Insights survey found that 80% of patients say a shorter drive would be enough to convince them to make a switch.