The entire rectangle depicts a person’s expectations. The light blue area depicts experiences hospitals measure. The RED areas depict what hospitals know about about the expectations. (There are no RED areas.)

1. Patient Expectation Gap
A remarkable experience for every patient
every time
1
Pre Hospitalization Post HospitalizationHospitalization
HCAHPS Experiences
Non Clinical Experiences;
patients, family, friends,
parking, food service
Website, patient portal,
call center, CRM,
social media, scheduling,
admissions, 2nd opinion,
referrals
billing, collections,
claims, scheduling,
therapy, appointments,
Unsatisfied prospects
leave w/o buying
Unsatisfied patients
don’t return or refer
The entire rectangle depicts a person’s expectations. The light blue area depicts
experiences hospitals measure. The RED areas depict what hospitals know about
about the expectations. (There are no RED areas.)