"When hospitals spend most of their efforts in clinical results and process improvement, their data are defined by outcomes and therefore can be measured objectively. **The patient, however, judges quality by his or her perceptions, something that is subjective and cannot be verified in the same way as outcomes**. The patient is judging the overall experience of being in a hospital. It frequently comes as a surprise to hospital personnel when the clinical outcomes are excellent but the patient is displeased or angry. Both of these concepts-perceptions and outcomes-are vital, but each has a vastly different impact on hospital viability and success" --- **Tags** -- [[quotes]], [[customer-feedback]], [[customer-experience]], [[client-service]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]