Patient experience (PX) professionals often spend significant time engaging with clinicians, especially physicians, about survey data, yet the way we interpret and communicate this information may be flawed. This session will challenge common assumptions about data reliability and validity, highlighting the critical differences between data for improvement and data for research. We will explore how patients experience healthcare as a continuum, where different aspects of care have varying impacts on overall perceptions. Attendees will learn why loyalty and likelihood-to-recommend scores are driven more by relationships than logistics, and how friction points along the patient journey influence the overall experience. By rethinking how we approach and discuss PX data, professionals can drive more meaningful conversations and outcomes with their clinical partners.

• Understand the difference between data uses and inherent limitations.
• Use data to better engage clinicians.
• Support improved clinician experience by using PX data intelligently, and in a more human centered way.