Early in my career, a patient came to the emergency department with progressive pain. I ordered morphine twice over the hour, at an appropriate dose. When I reassessed the patient, he was sedated and his oxygen levels were starting to slip. This change in status was a clear signal to hold the morphine, even when he requested more. I explained another dose would go against safe clinical practice.
Weeks later, he sent a letter to our patient and family relations office. He was not satisfied with his care from me and every clinician who had ever withheld opioids.
The case was understandably reviewed by our quality and safety team. Clinically, I’d done everything right; nobody disputed that. The message that came back to me wasn’t about the pharmacology of opioids and breathing. Instead, I inferred a gentle reminder not to leave a patient unsatisfied enough for them to complain. That was the first moment I understood I was a physician and, apparently, also in customer service.
Patient Satisfaction Versus Patient Experience
“Patient satisfaction” and “patient experience” aren’t actually the same concepts, even though hospitals, physicians, and patients often use the terms interchangeably. Patient satisfaction is a subjective judgment of whether a patient’s expectations for a visit were met. It is shaped as much by what someone expected when they walked into the hospital as by what actually happened during their care. For instance, a patient expecting an MRI who instead only got a physical exam is at higher risk for being unsatisfied about their care.
Patient experience is narrower and asks whether specific, verifiable events occurred, like a nurse explaining a new medication, pain being addressed, or discharge instructions being reviewed before a patient went home.
One of the factors that actually determines hospital reimbursement, HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems), is technically a patient experience survey that specifically asks how often events happened, not how satisfied a patient felt.
But in practice, what happens at the bedside and how a patient feels are blurred together. Which might explain why hospitals often manage the patient experience results as a satisfaction score regardless of what the survey is formally called. Hospitals are incentivized to pay attention to these scores as that blurred metric is what’s tied to real money.
Acute care hospitals under Medicare’s Inpatient Prospective Payment System are required to collect and submit HCAHPS data to qualify for their full annual payment update, and Medicare’s Hospital Value-Based Purchasing Program goes a step further, tying a meaningful share of a hospital’s actual reimbursement to how it performs on those scores. This means a hospital that delivers excellent, evidence-based care can still lose money if patients don’t rate the experience of receiving it highly enough.
The Pressure To Appease
The inclination of clinicians to satisfy patients can be seen in how often we place orders patients request, but don’t need. The CDC estimates that at least 28% of antibiotics prescribed in outpatient settings are unnecessary. While the responsibility of a prescription always falls on the prescribing clinician, some instances may be related to patient satisfaction. As a physician in the emergency department, I often care for patients who expect to receive antibiotics for typical viral infections, like common colds. And even after discussions and review of the evidence, patients may request the medication “just in case.” On a busy shift, it is easy to prioritize the more direct path and increase patient satisfaction by fulfilling the patient’s requests, despite not being clinically indicated. Radiology is another issue. A 2024 survey of 66 radiologists and 425 emergency physicians found that both groups see imaging overuse as an ongoing problem in their own departments, and pointed to patient pressure and satisfaction-linked metrics, alongside fear of malpractice, as key drivers. A 2024 analysis across 15 hospitals and 240 clinicians found that every 10-percentage-point increase in a physician’s CT ordering rate was associated with a 3-point improvement in their patient satisfaction score.
To be clear, patients are not the villain in this story and patient satisfaction is valuable. When patients ask for a test, a referral, or a specific treatment, it’s largely driven by fear and unfamiliarity with evidence-based medicine, not bad intent. In my experience, even a patient pushing hard on a request can accept “not indicated” once it’s explained. A 2025 systematic review of how physicians respond to patient requests found that doctors actually tend to overestimate what patients are asking for in the first place, and that when patients do make explicit requests, those requests function as useful, clarifying information rather than pressure toward unnecessary care. Physicians aren’t the villain either. What’s left, once you take both out of the equation, is the system between them: hospitals are incentivized in ways that reward satisfying a patient’s request, real or assumed, over the harder, slower work of explaining why a test or medication isn’t needed.
Rebuilding Hospital Rating And Ranking Systems
If you’ve ever asked a doctor for a specific test, medication, or referral and been told no, most of the time that’s a physician weighing the evidence, as good, evidence-based care sometimes looks like less care. That doesn’t mean that every “no” is the right call, or that every response is delivered to patients with the compassion and equity it deserves. Clinicians do dismiss real concerns sometimes, and patients are right to push back or seek a second opinion when something feels wrong. But the fix for a complex incentive problem isn’t simply highly rating patient satisfaction, or even patients’ own perception of their care, above everything else.
I believe hospitals should be rewarded, in order, for patient outcomes first, staff well-being second, and responsible use of resources third—with patient satisfaction below all three. The methodology for Forbes Top Hospitals national list and state list already gestures toward that ordering: Of the 56 measures behind the ratings, Outcomes carries the most weight, followed by Best Practices, Value, and only then, Patient Experience. What I’m proposing goes a step further, which is that the well-being of the people delivering the care, not just the outcomes they produce, is a category worth measuring in its own right.
What I hope to see next is a reimbursement system that puts people, the clinicians providing care and the patients receiving it, ahead of the metrics currently driving hospital payment, as the foundation for a healthcare system patients can actually trust.
