Narratives Matter: The Power of Patient Stories

May 13, 2021
11:45am - 12:00pm

For decades, health systems have been surveying patients about their health care experiences. These surveys are designed to generate quantifiable metrics of provider performance and have provided important insights about the state of patient care experiences. Yet and despite performance improvement efforts based on these surveys, reports of problematic patient experiences remain prevalent. In this session, Ingrid will discuss the value of patient narratives – patients' accounts of their experiences in their own words – as a critical complement to closed-ended surveying. The types of questions that organizations can use to elicit meaningful narratives across diverse populations as well the specific benefits of using narratives will be discussed. Ingrid will end with a focus on what is needed in order to fulfill the promise of patient narratives as a tool for organizational learning and quality improvement in health care.


Fishman Family President’s Distinguished Professor, Associate Professor of Health Care Management
The Wharton School, University of Pennsylvania

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