A Cleveland Clinic & HIMSS Event. Find out more

Implicit Biases in Patient Satisfaction Survey Results

May 19, 2020
12:20pm - 1:00pm
Room 19

Implicit bias is hard to detect and harder to confront. The first step though is understanding the scope of the problem. Mayo Clinic recently undertook the largest study of its kind to uncover biases when it surveyed 600 physicians and 100 APP’s  across all specialties in Rochester, Minnesota participated with over 127,000 patient satisfaction surveys. This session will present the finding from this survey, what Mayo Clinic learned and the steps to take to tackle the pervasive issue of implicit bias impact on patient satisfaction scores.


Enterprise Medical Director Mayo Experience Training, Education, and Coaching
Mayo Clinic



Healthcare leaders at the forefront of the global patient experience movement will address which systems, tools and insights revolutionize the role of the patient and the caregiver. We’ll explore patient perspectives and clinical considerations to understand how empathy and innovation must be incorporated as integral pillars to deliver the best clinical, physical and emotional experience in healthcare.


Read Patient Stories >>