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Consider the following situations…
Patient A arrives at her hospital’s cardiology department for evaluation of heart palpitations. Understandably anxious, the patient is nonetheless asked at multiple points during the appointment to complete the same paperwork because staff cannot access it electronically. During a follow-up visit several weeks later, a physician can’t locate lab results in the electronic health record. As a result, she must undergo the same tests she underwent during her initial encounter. Fortunately, the patient learns that her symptoms can be treated by modifying her diet and getting more exercise. Nevertheless, frustrated with the duplicated paperwork and higher out-of-pocket costs because of the unnecessary test, she starts questioning the quality of her care. She expresses her irritation and concern with family and friends, leading to negative perceptions of the hospital—and potentially causing those potential patients to seek other facilities. The patient also communicates her displeasure through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)1.