Why healthcare transformation depends on both data and depth

We measure everything in healthcare: wait times, readmissions, survey scores … but sometimes, in the rush to quantify everything, analyze it, and report on the numbers, we lose what’s most essential.

In my latest commentary for the Patient Experience Journal, I reflect on something I was able to share with the Patient Experience Symposium last month. I explore how we can bridge the gap between what we measure and the meaning behind the numbers. Patient experience isn’t a choice between numbers and narratives, it’s the ability to see both clearly. This is how we listen and learn from patients to drive transformation of health systems.

Metrics give us structure, accountability, and shared language.

Narrative gives us empathy, insight, and direction.

When we combine the two, we move beyond reporting to understanding. We begin to see patterns that tell us not just how care is delivered, but how it’s felt, and, ultimately, how we can evolve.

In the commentary, I also introduce a metaphor that I hope will be a helpful reminder to look beyond the data to the quiet, graceful shape forming above it all.

🦒 Read the full commentary in PXJ → [link]

And if your organization is ready to elevate both metrics and meaning in patient care, let’s connect.