I’ll admit, during my time as a medical student, resident and even fellow, I never gave much thought to patient experience. There never seemed to be enough time to think about the role of compassionate care delivery or empathy. The concept of patient experience simply wasn’t discussed, so, patients stopped being people to us, and instead became synonymous with their conditions. But we were still saving lives, so didn’t that count for something? It wasn’t until I had a negative experience in a hospital with my dad that I began to give great thought to patients’ overall experience in medicine, especially within a hospital – and ultimately came back to the reason I went into medicine in the first place.