LEARNING FROM PATIENTS: THE IMPACT OF USING PATIENT NARRATIVES ON PATIENT EXPERIENCE SCORES.

Many healthcare organizations struggle to improve their patient experience scores despite significant effort. Enthusiasm has grown about the potential for patient narratives - stories about care experiences in patients' own words - to provide insights that advance organizational learning about care and thus how to improve it. In a one-year study utilizing survey data from patients and personnel affiliated with primary care clinics, we tested whether organizations that share narratives with their personnel frequently have higher patient experience survey scores. We found that they do, conditional on domain of experience and personnel's confidence in own knowledge of patients and practice. [ABSTRACT FROM AUTHOR]