Illnesses are becoming more chronic, which is blurring the boundaries between health and sickness, so that it is the life experience of chronic illnesses that must be measured. Even if the illness sometimes reduces the field of possibilities, the life of the patient can be good (free of pain, quality of life, physical and mental abilities maintained, a sense of meaning in live, life plans, etc.). The course of care is embedded in the patient’s life and contributes the patient’s quality of life. To know and understand, in order to reengage the patient experience and help him best deal with his illness.


The place of the patient is always central to the course of care. With the advent of medical treatment that is more and more personalized and predictive, the patient is more and more involved in treatment decisions, in prevention and, more broadly, in everything that could have an impact on his health and well being (nutrition, work conditions, leisure activities, etc.). The term “patient” no longer applies, so much so that there are those who talk of “actients”!

If traditionally, the patient experience was centered on the course of care, with the hospital as the ship’s commander, the course of care has gradually been replaced by a course of life (HAD, ambulatory care, chronic illnesses, health cures, nutrition, physical activity).


4 pieces of advice to better manage the Patient Experience:

  • Define the scope of the assessed patient experience
  • Use ethnographic qualitative approaches to identify the key indicators of the patient experience
  • Evaluate satisfaction using a representative sampling
  • Do not hesitate to introduce indicators of emotion or feelings of well being, which can be key in health care