What is a "Touch Point" in the patient experience context?

In the context of patient experience, a "Touch Point" refers to those critical moments or interactions where patients form assessments about the quality of care they receive. These moments, often described as "moments of truth," can significantly influence a patient’s overall perception of their healthcare experience. Touch Points encompass a wide range of interactions, including face-to-face encounters with healthcare professionals, communication with administrative staff, and even the experiences related to the physical environment of the healthcare facility.

This choice is aligned with the understanding that patients evaluate their care not just based on the clinical outcomes but also on the holistic experience they have during different stages of their healthcare journey. Each interaction, whether it be during an appointment, through telehealth, or while navigating billing and insurance issues, represents a critical opportunity for healthcare providers to engage with patients and enhance their perception of care quality. The broader implications of these Touch Points highlight the importance of consistently delivering positive experiences throughout all interactions in the patient care continuum.