For both the hospital and patient, today's health care delivery system is a risky business. Health care organizations have reinvented the patient and now profile patients as the new business consumer. The growing paradigm of the value of patient satisfaction has become a significant element of health care outcomes and an increasingly important element of quality assessment for ambulatory care and hospital settings.

As a focus of providing quality care to the patient versus the quantity of the services they provide, ambulatory care clinics and hospitals are having to re-think their strategy and re-educate their staff in recognizing the implications of patient perceptions (Centers for Medicare and Medicaid Services, 2011).

Delivery of the patient experience will require hospitals and health care providers to care in a particular way, not just sometimes or usually.