How Health Care Is Evolving to Improve the Patient Experience

Michael Anne Kyle, R.N., MPH, Ph.D., an intensive care unit nurse and health policy expert, is leading a critical mission to simplify U.S. health care. Her research — which in October earned her recognition as a STAT Wunderkind — shows that patients often face “invisible costs” of time, stress and financial strain while trying to navigate the system. Kyle’s work highlights the ways patient-facing administrative burdens — not directly related to health — discourage many people from seeking timely care.

As a growing number of health care experts prioritize the patient experience, hospitals and clinics are actively transforming how they engage with patients, with patient experience scores hitting new highs in 2023.

This year, hospitals are focused on elevating the patient experience through technology, operational improvements and patient-centered approaches that not only improve care but also help retain patient loyalty amid increasing competition. Here are three areas in which health care providers are excelling in improving the patient experience.

Simplifying Administrative Processes

Kyle's nursing experience revealed systemic problems in patient care, from preventable medical errors to delays that can lead to severe health issues. She found that barriers like scheduling issues and insurance disputes discourage patients from seeking necessary treatment. After years of helping low-income patients navigate Medicaid, she pursued research on these burdens, discovering that they disproportionately affect vulnerable groups, particularly those with disabilities.

In a study with health economist Austin Frakt, Kyle revealed that nearly one in four insured patients delayed or avoided care due to administrative obstacles. Their work underscored the need for reform to address these challenges.

Kyle's message is clear: Health care shouldn't feel like a second job. Now a professor at the University of Pennsylvania, she advocates for systemic changes to reduce bureaucracy, ease burdens on both patients and providers, and refocus the system on delivering care, not complexity. As Kyle notes in this AHA video, getting started can be as simple as picking up the phone when a patient calls.

Hospitals are now deploying health care management platforms to consolidate scheduling, billing and records into a single system. This shift in approach relieves patients and providers from navigating disparate systems and reduces care delays, making it easier for patients to focus on their health instead of paperwork. Additionally, price transparency initiatives are gaining momentum, empowering patients with up-front information about their financial responsibilities, which builds trust and strengthens the overall experience.

At Cleveland Clinic, for instance, enhanced scheduling and self-service portals create a seamless “digital front door.” Patients now can schedule appointments, access health records and manage billing information online, which aligns with the expectations of a digital-first generation and simplifies patient-provider interactions.

Technology's Role in Enhancing the Patient Experience and Treatment

One major shift shaping health care in 2024 is the increased use of artificial intelligence (AI) to enhance patient care. AI is helping providers predict health outcomes, enabling earlier interventions and personalized treatment plans. For example, predictive models allow health care professionals to foresee complications and tailor interventions to avoid emergency situations. This approach not only improves health outcomes, but also reduces the stress of unexpected hospital visits.

Mount Sinai Health System, New York

The system has embraced predictive analytics powered by AI to foresee patient needs and make personalized treatment plans These AI systems analyze patient data to predict potential health issues, allowing for preventive care. This proactive approach reduces wait times, increases patient confidence and enhances the overall patient experience.

Mayo Clinic

The clinic is transforming its facilities with smart hospital technologies, integrating Internet of Things (IoT) devices, such as smart beds and room sensors, to monitor patient health in real time and adjust settings for comfort. These tools enable Mayo Clinic to streamline patient care and allow patients to actively participate in their health care journey, ultimately reducing hospital stays and increasing the patient experience.

Holistic and Equitable Care Models

Health care providers increasingly are adopting holistic care approaches that look beyond treating symptoms to addressing behavioral, social and mental health factors. Mental health screenings now are integrated into routine care, making it easier to detect and address psychological challenges early. Such patient-centered care models align with the growing focus on preventive health and well-being.

NewYork-Presbyterian

The medical center integrated virtual mental health screenings, making it easier for patients to disclose mental health concerns through private, digital interfaces. These screenings connect seamlessly with electronic health records, enabling timely mental health support and reducing barriers to care.

AdventHealth

The health care network implemented “The Whole Care Experience,” a comprehensive training initiative designed to enhance staff empathy, courtesy and patient-centered care. The program equips staff with the skills needed to engage meaningfully with patients, anticipate their needs and respond empathetically in challenging situations, all of which have shown to improve patient satisfaction and loyalty.

The Future of the Patient Experience

The convergence of digital tools, holistic care models and operational improvements is setting the stage for a new era in patient care. Hospitals are focusing not only on clinical outcomes, but also on the entire patient journey — from booking appointments to follow-up care — ensuring that every step is seamless, supportive and centered on the patient’s needs. Kyle’s message echoes throughout the industry: Health care should not feel like a second job for patients.

In 2024 and beyond, the aim is clear: Reduce complexity, enhance personalization and make patients feel valued in every interaction. By embracing these initiatives, health care providers are poised to redefine the patient experience and create systems that prioritize the human side of health care. The progress driven by individuals like Kyle and innovations from leading institutions are transforming patient care into a process that supports healing, minimizes hassle and genuinely places patients at the heart of the health care experience.