In todays digital world, customer experience is everything. In nearly every industry, consumers who are unsatisfied with the service they receive or by an experience they have with an organization will seek that service elsewhere. The healthcare industry has been known for lacking a positive patient experience, with grumblings of frustration with the healthcare system heard across the country.So, what is patient experience? And why are healthcare organizations today focusing on improving it? The Agency for Healthcare Research and Quality defines patient experience as the range of interactions that patients have with the healthcare system, including their care from health plans, doctors, nurses and staff in hospitals as well as other healthcare facilities.Although the new digital technology has offered numerous benefits to various organizations and their customers, it also has significantly altered patient expectations. For example, todays patients expect communication with a healthcare provider to be instantaneous and from any mobile device wherever they happen to be at a given time.

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