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♪ [music] ♪ So what does it take to create a great patient experience? Well, the key words there are patient experience. Thats subjective. Its subjective for you, me, anyone whos sitting in a hospital bed, theyre going to perceive their care differently and thats the trick. As a healthcare organization, at the end of the day, we all want to take care of our patients. We want to provide quality care, we want to provide safe care, but the key there is we want to make sure that that care is something that our patients actually feel. And even more importantly, we want to make sure when they go home and they fill out that survey, that those scores reflect the quality care were trying to provide. And HCAHPS, of course, has been submitting these surveys for 10 years now, but the key thing about HCAHPS is really how it asks its questions. It ranks the entire care experience in a ranking from, Did my quality care never happen, or, Did it happen always, and the key to that is consist
