Warmth, Competence, Hope and Belonging at Mayo Clinic: Using Social Science to Improve Hospital Patients' Experience.

Abstract

In the aftermath of patient experience challenges during the Covid-19 pandemic, Mayo Clinic surveyed more than 21,000 outpatient medical practice patients. The findings were that, although Mayo Clinic's typical patient experience scores remained high, warmth and competence measures, such as listening, respect, and clear communication, showed opportunities to deepen patient relationships and foster greater feelings of hope and belonging. As a result, Mayo Clinic adopted the social science of warmth and competence as a new framework for improving its relationships with patients. By applying this human social perception lens to the inpatient care environment at its flagship hospital complex in Rochester, MN, frontline staff were empowered to identify overlooked issues, renew collaboration, and implement targeted improvements. Warmth and competence have become an operational framework that guides multidisciplinary teams in identifying practical opportunities to improve the care environment in areas such as quietude, strengthen staff collaboration, and reinforce Mayo Clinic's commitment to patient-centered care. These have contributed to the hospital's increase from a four-star to a five-star rating for patient experience on the Hospital Consumer Assessment of Healthcare Providers and Systems survey in 2025 and 2026.