Patient Satisfaction – Why it Matters and How to Get There

May 13, 2025

When assessing patients’ experiences, there can be a lot of information to gather and sort through. That’s why ISMIE developed a framework called the “five E’s” to assist you with your efforts to improve the patient encounter!

ISMIE’s five E’s of patient experience include:

1. Explore the healthcare experience from your patient’s point of view. What do they care about? What are they noticing? What are their pain points?


2. Examine your practice for areas of improvement. Analyze your patients’ feedback and determine what changes you can implement to address their concerns.


3. Educate your patients on what to expect. Let your patients know that you have listened to their feedback and are taking steps to make their experience better.


4. Execute your new plans and processes. Depending on what you are changing, it may be helpful to make one update at a time. In doing so, you will be able to focus on one area – and your patients’ feedback or reaction to it – without having to wonder about the effect of multiple changes.


5. Evaluate if these new changes are working for your patients and your team. Make it easy and accessible for your patients and your staff to comment on how well these changes have been received or if there are any roadblocks.

ISMIE offers a resource on patient experience that covers ways to collect patient feedback and what you can do to improve the patient’s encounter at your facility.

If you have questions, please contact the Risk Management Division by email.