They Did “WHAT?!” Capturing Patient Experience to Increase Patient Satisfaction


Video length: 59 minutes, 53 seconds


A patient’s “experience” is the entirety of all the interactions that person has had within the health care system. Each member of a health care team plays a role in enhancing patient satisfaction, which contributes to the patient experience. There are a variety of ways in which this can be accomplished, such as understanding the expectations patients have while in our laboratories, engaging employees with their work, learning how to increase and sustain positive patient interactions, and discussing tools used to capture that data.


Photo of Jennifer L. Storlie, Outpatient Laboratory Supervisor, Mayo Clinic

Jennifer L. Storlie
Outpatient Laboratory Supervisor
Mayo Clinic 

Learning Objectives

Upon completion of this activity, participants should be able to:

  • Define the difference between service and experience.
  • Discuss the importance of patient experience in today’s health care environment.
  • Share expectations patients have while in our laboratories.
  • Explain how employee engagement plays a role in the patient experience.
  • Describe tools used at Mayo Clinic.

Intended Audience

This series is appropriate for phlebotomists, phlebotomy managers, phlebotomy educators, and other patient care staff involved in specimen collection. 

Level of instruction


Faculty Disclosure

Course director(s), planning committee, faculty, and all others who are in a position to control the content of this educational activity are required to disclose all relevant financial relationships with any commercial interest related to the subject matter of the educational activity. Safeguards against commercial bias have been put in place. Faculty members also will disclose any off-label and/or investigational use of pharmaceuticals or instruments discussed in their presentations. Disclosure of this information will be published in course materials so those participants in the activity may formulate their own judgments regarding the presentations.

MCL Education

This post was developed by our Education and Technical Publications Team.