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the innovation that Id like to share with you is the idea that in order to improve we need to think about it as an exercise in reducing patient suffering have you ever been to the doctor or the emergency department or even the hospital and afterwards you got a survey it might have been in a letter or a phone call or even an email and it asks you about the care you receive well each year we receive surveys for more than twenty seven and a half million patients across the country thats more than one in every five households who provide feedback about their care now Im not a doctor or a nurse but I am very familiar with the health care environment for the last twenty years Ive been involved in health services research and most of my work has been with patient experience surveys because of my work Im used to thinking about healthcare from the patients point of view and Im also used to people questioning whether or not patient experience data or what people say on those surveys shou
