The patient experience is taking on a whole new level of importance for providers, as the industry shifts to a value-based service model, where outcomes and satisfaction drive reimbursements.

“Most hospitals have been focused on the back-of-house operations, where everything was about volume and efficiency,” says Michael Lied, director of healthcare, principal, GBBN Architects (Cincinnati). “Now the value is shifting to the front of the house and the customer service aspect.”