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by Lynn Kenney and Deanna Martin 

This guide, a collaboration with Hospitals in Pursuit of Excellence and the Health Research and Educational Trust of ³¯Ñô³Ô¹Ï, explores ways hospital and health system leaders can use the physical environment to improve the patient experience. The guide describes a "people, process, place" model that will help hospital and health system leaders identify people-centered ways to improve the patient experience of care.  The guide includes case studies; a hospital leader checklist; a template for using the people, process and place model; a detailed table outlining eight domains of care measured by the HCAHPS survey with observed relationships to the physical environment; and additional resources list.