{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,9,10]],"date-time":"2026-09-10T07:07:39Z","timestamp":1789024059336,"version":"build-2803163510"},"reference-count":16,"publisher":"Wiley","license":[{"start":{"date-parts":[[2026,9,9]],"date-time":"2026-09-09T00:00:00Z","timestamp":1788912000000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/onlinelibrary.wiley.com\/termsAndConditions#vor"},{"start":{"date-parts":[[2026,9,9]],"date-time":"2026-09-09T00:00:00Z","timestamp":1788912000000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/doi.wiley.com\/10.1002\/tdm_license_1.1"}],"content-domain":{"domain":["shmpublications.onlinelibrary.wiley.com"],"crossmark-restriction":true},"short-container-title":["Journal of Hospital Medicine"],"abstract":"<jats:title>Abstract<\/jats:title>\n                  <jats:p>Efforts to improve patients' hospital experience can reduce uncertainty and indignity, but they can also create \u201chospitable harm\u201d when pressure for smoother encounters encourages low\u2010value care, preferential access, or compromises in safety, stewardship, or equity. This Perspective introduces the Experience\u2010Integrity Matrix as a conceptual model for examining such initiatives. One axis asks whether an initiative makes care more reliable and dignified for patients; the other asks whether it aligns with clinical integrity. The four quadrants indicate what leaders should scale, repair, decline, or redesign. The article also distinguishes experience from satisfaction and hospitality, examines the economic and organizational pressures that favor accommodation over value, and outlines practical responses: review initiatives before launch, make only commitments with clear ownership and measures, support clinicians who decline low\u2010value requests, and monitor whether improvements are equitable and sustainable. The aim is humane, reliable care without purchasing goodwill at the expense of integrity.<\/jats:p>","DOI":"10.1002\/jhm.70446","type":"journal-article","created":{"date-parts":[[2026,9,10]],"date-time":"2026-09-10T06:53:44Z","timestamp":1789023224000},"update-policy":"https:\/\/doi.org\/10.1002\/crossmark_policy","source":"Crossref","is-referenced-by-count":0,"title":["Hospitable harm: When patient experience efforts compromise clinical integrity"],"prefix":"10.1002","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-3422-0373","authenticated-orcid":false,"given":"Henry","family":"Bair","sequence":"first","affiliation":[{"name":"Wills Eye Hospital Philadelphia Pennsylvania USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"311","published-online":{"date-parts":[[2026,9,9]]},"reference":[{"key":"e_1_2_11_2_1","volume-title":"Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect","author":"Guidara W","year":"2022"},{"issue":"10","key":"e_1_2_11_3_1","doi-asserted-by":"crossref","first-page":"696","DOI":"10.1002\/jhm.2425","article-title":"Choosing Wisely\u00ae: things we do for no reason","volume":"10","author":"Feldman LS","year":"2015","journal-title":"J Hosp Med"},{"issue":"1","key":"e_1_2_11_4_1","doi-asserted-by":"crossref","DOI":"10.1136\/bmjopen-2012-001570","article-title":"A systematic review of evidence on the links between patient experience and clinical safety and effectiveness","volume":"3","author":"Doyle C","year":"2013","journal-title":"BMJ Open"},{"issue":"3","key":"e_1_2_11_5_1","doi-asserted-by":"crossref","first-page":"201","DOI":"10.1056\/NEJMp1211775","article-title":"The patient experience and health outcomes","volume":"368","author":"Manary MP","year":"2013","journal-title":"N Engl J Med"},{"issue":"11","key":"e_1_2_11_6_1","doi-asserted-by":"crossref","first-page":"785","DOI":"10.1002\/jhm.2621","article-title":"Association between resource utilization and patient satisfaction at a tertiary care medical center","volume":"11","author":"Biondi EA","year":"2016","journal-title":"J Hosp Med"},{"issue":"5","key":"e_1_2_11_7_1","doi-asserted-by":"crossref","first-page":"405","DOI":"10.1001\/archinternmed.2011.1662","article-title":"The cost of satisfaction: a national study of patient satisfaction, health care utilization, expenditures, and mortality","volume":"172","author":"Fenton JJ","year":"2012","journal-title":"Arch Intern Med"},{"issue":"1","key":"e_1_2_11_8_1","doi-asserted-by":"crossref","first-page":"18","DOI":"10.1080\/00185868.2017.1300479","article-title":"A qualitative study of hospitalists' perceptions of patient satisfaction metrics on pain management","volume":"95","author":"Calcaterra SL","year":"2017","journal-title":"Hosp Top"},{"issue":"2","key":"e_1_2_11_9_1","doi-asserted-by":"crossref","first-page":"150","DOI":"10.1016\/j.annemergmed.2024.11.020","article-title":"Use of hallway beds, radiology studies, and patients in pain on arrival to the emergency department are associated with patient experience","volume":"86","author":"Kuhn D","year":"2025","journal-title":"Ann Emerg Med"},{"issue":"7","key":"e_1_2_11_10_1","doi-asserted-by":"crossref","first-page":"768","DOI":"10.1111\/acem.12410","article-title":"Emergency physicians' attitudes and preferences regarding computed tomography, radiation exposure, and imaging decision support","volume":"21","author":"Griffey RT","year":"2014","journal-title":"Acad Emerg Med"},{"issue":"12","key":"e_1_2_11_11_1","doi-asserted-by":"crossref","DOI":"10.1001\/jamanetworkopen.2024.47790","article-title":"Redesigning the hospital environment to improve restfulness","volume":"7","author":"Catley CD","year":"2024","journal-title":"JAMA Netw Open"},{"issue":"8","key":"e_1_2_11_12_1","doi-asserted-by":"crossref","DOI":"10.1001\/jamanetworkopen.2021.19346","article-title":"Interventions to improve communication at hospital discharge and rates of readmission: a systematic review and meta\u2010analysis","volume":"4","author":"Becker C","year":"2021","journal-title":"JAMA Netw Open"},{"key":"e_1_2_11_13_1","unstructured":"Centers for Medicare & Medicaid Services. Hospital value\u2010based purchasing program. Accessed July 15 2026.https:\/\/www.cms.gov\/medicare\/quality\/initiatives\/hospital-quality-initiative\/hospital-value-based-purchasing"},{"key":"e_1_2_11_14_1","unstructured":"Centers for Medicare & Medicaid Services. HCAHPS: patients' perspectives of care survey. Updated November 24 2025. Accessed July 15 2026.https:\/\/www.cms.gov\/medicare\/quality\/initiatives\/hospital-quality-initiative\/hcahps-patients-perspectives-care-survey"},{"issue":"23","key":"e_1_2_11_15_1","doi-asserted-by":"crossref","first-page":"2185","DOI":"10.1056\/NEJMp1009501","article-title":"The emerging importance of patient amenities in hospital care","volume":"363","author":"Goldman DP","year":"2010","journal-title":"N Engl J Med"},{"issue":"8","key":"e_1_2_11_16_1","doi-asserted-by":"crossref","first-page":"992","DOI":"10.1007\/s11606-012-2082-9","article-title":"A roadmap and best practices for organizations to reduce racial and ethnic disparities in health care","volume":"27","author":"Chin MH","year":"2012","journal-title":"J Gen Intern Med"},{"issue":"8","key":"e_1_2_11_17_1","doi-asserted-by":"crossref","first-page":"555","DOI":"10.7326\/M19-1152","article-title":"Evidence relating health care provider burnout and quality of care: a systematic review and meta\u2010analysis","volume":"171","author":"Tawfik DS","year":"2019","journal-title":"Ann Intern Med"}],"container-title":["Journal of Hospital Medicine"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/shmpublications.onlinelibrary.wiley.com\/doi\/pdf\/10.1002\/jhm.70446","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/shmpublications.onlinelibrary.wiley.com\/doi\/full-xml\/10.1002\/jhm.70446","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/shmpublications.onlinelibrary.wiley.com\/doi\/pdf\/10.1002\/jhm.70446","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,9,10]],"date-time":"2026-09-10T06:53:47Z","timestamp":1789023227000},"score":1,"resource":{"primary":{"URL":"https:\/\/shmpublications.onlinelibrary.wiley.com\/doi\/10.1002\/jhm.70446"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,9,9]]},"references-count":16,"alternative-id":["10.1002\/jhm.70446"],"URL":"https:\/\/doi.org\/10.1002\/jhm.70446","archive":["Portico"],"relation":{},"ISSN":["1553-5592","1553-5606"],"issn-type":[{"value":"1553-5592","type":"print"},{"value":"1553-5606","type":"electronic"}],"subject":[],"published":{"date-parts":[[2026,9,9]]},"assertion":[{"value":"2026-03-01","order":0,"name":"received","label":"Received","group":{"name":"publication_history","label":"Publication History"}},{"value":"2026-07-30","order":2,"name":"accepted","label":"Accepted","group":{"name":"publication_history","label":"Publication History"}},{"value":"2026-09-09","order":3,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}],"article-number":"jhm.70446"}}