Established in 2015 as a leading initiative in Türkiye, the Patient Experience Office reflects our commitment to listening to our patients, understanding their needs, and driving continuous improvement across all touchpoints. Through in-room visits and accessible communication channels, we maintain an ongoing connection with our patients throughout their care journey.
Our goal is to create and sustain a person‑centered institutional culture with the participation of all our employees and to offer our patients a unique and holistic experience.
Our Approach to Patient Experience
From the very first contact to discharge, patient experience encompasses all interactions a patient has with a healthcare institution. The culture of the institution, the quality of clinical and non‑clinical services, and the behaviors of all care teams collectively shape this experience.
Patient satisfaction is achieved by meeting expectations while ensuring that every step of the clinical care pathway is seamless, safe, and error‑free. Our commitment is to deliver a high‑quality, holistic and patient‑centered care experience that addresses not only the physical needs of our patients but also their emotional expectations. Improvements in patient experience directly contribute to our institution’s quality of care and overall performance outcomes.
Today, especially in leading healthcare organizations across North America, patient experience has become one of the primary criteria for measuring clinical quality.
Continuous Improvement and Measurement
We use patient and family feedback, our interactions and survey insights to design tailored improvements for each department. Our priority is to elevate the quality of care rather than the quantity of services delivered.
Through surveys, we evaluate patient experiences across multiple areas. In addition, we measure the level of emotional support and empathy demonstrated by our physicians, nurses, and all staff, and we continuously work to ensure that care meets physical, emotional, and spiritual needs of our patients.
For further information or questions, please do not hesitate to contact us;
E-mail:
experience@amerikanhastanesi.org
American Hospital Patient Experience Index;
Our Patient Experience Index evaluates patient experience and satisfaction using objective, numerical, and percentage‑based data. Through this index, our primary goals are to:
• Continuously enhance patient satisfaction,
• Strengthen positive care experiences,
• Ensure the delivery of safe, high‑quality, and sustainable healthcare services.
Outpatient Experience Survey
We recognize that we have the power to influence every touchpoint of a patient’s journey. Our Outpatient Experience Survey is used to measure patient experience and overall satisfaction, helping us continuously improve the quality and safety of the exceptional care we deliver.
Inpatient Experience Survey
Aligned with our commitment to person‑Centered Care, the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) methodology mandated for hospitals in the United States, served as the foundation for the Inpatient Experience Survey implemented across all our healthcare institutions.
The Inpatient Experience Survey captures patients’ perspectives on the care they received, enabling us to strengthen transparency, enhance accountability, and drive continuous quality improvement.
By asking discharged patients about key aspects of their hospital stay such as communication with nurses and physicians, staff responsiveness, cleanliness and quietness, communication about medications, discharge information, overall hospital rating, and likelihood to recommend, we identify improvement opportunities that support higher patient satisfaction and better care outcomes.