Patient Experience, Engagement, Centered Care, Empowerment, Partnership Programs

Patient Experience Program

Patient Engagement Program

Patient Centered Care Program

Patient Empowerment Program

Patient-Physician Partnership Program

There are so many terms like the abovementioned ones being used in the health care industry that emphasize how patients should be taken care of in health care facilities.


  • Are these programs  all the same?
  • Which one or ones is or are most encompassing?
  • Are the five alignable and integratable?

They are all the same in terms of goals – patient satisfaction and delight to the utmost degree for the services rendered by the health care facilities.

Patient experience and patient engagement may be the same with different terminologies depending on how they are defined.

Patient experience and patient engagement are more encompassing than patient-centered care, patient empowerment, and partnership.

All five are alignable and integratable.

A short description of each program  follows, its concept, meaning and definition.

Patient Experience Program

Patient experience is the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care (definition by Beryl Institute)

Patient Engagement Program

The term “customer engagement” refers to your customers’ investment in or commitment to your brand and product offerings. It is based on your on-going ability to serve their needs and build relationships so they will continue using your products. Characteristics of customer engagement include customer retention and loyalty, customers’ willingness to make an effort to do business with your organization, and customers’ willingness to actively advocate for and recommend your brand and product offerings. (from Baldrige Criteria for Performance Excellence).

Translated to “patient engagement”, it refers to patients’ investment in or commitment to the hospital’s brand and product offerings.  It is based on the hospital’s ongoing ability to serve the patients’ needs and build relationship so they will continue to use hospital’s products. Characteristic of patient engagement include patient retention and loyalty, patients’ willingness to make an effort to do business with the hospital, and patients’ willingness to actively advocate for and recommend hospital’s brand and product offerings.

Patient Centered Care Program

Providing care that is respectful of and responsive to individual patient preferences, needs, and values, and ensuring that patient values guide all clinical decisions. (Institute of Medicine)

Patient-centered care is the provision of care that places the patient at the centre ensuring that the healthcare system is designed to meet the needs and preferences of patients as defined by patients themselves.

Patient Empowerment Program

Patients encouraged to take active participation in choosing management options. Patients empowered to take care of their own health, to monitor and to treat themselves within limits.

Empowering patients means providing them with the opportunities and the environment to develop the skills, confidence and knowledge to move from being a passive recipient of care to an active partner in their health care.

Patient-Physician Partnership Program

Patients and physicians share problem-solving and decision-making in the management of medical conditions.  There are informed consents and informed refusals. There is constant communication and coordination between the patient and the physician.


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