Learning from Patient Narratives for Human-Centered Design to Transform PX

Andrew Gallan, PhD, Assistant Professor of Marketing at the Kellstadt Graduate College of Business at DePaul University, and Senem Guney, PhD, CPXP, Founder and Chief Experience Officer at NarrativeDx discuss the interplay between “Top Box” domain scores and patients’ comments in measuring patient experience.

Dr. Guney shares her expertise in how to bring a mixed-methods approach (qualitative/quantitative analysis) to metrics and measurement in patient experience, and Dr. Gallan shares insights from one of his recent studies on the contradictions between perfect scores in distinct PX domains (such as nurse or doctor communication) and comments related to these distinct domains.

This webinar also involves the implications of such contradictions for working with PX data, specifically to determine the drivers for patients’ willingness to recommend a hospital.

To access video of the webinar, please go here:


0 replies

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published. Required fields are marked *