Whose experience is it anyway? Toward a constructive engagement of tensions in patient-centered health care (original) (raw)
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Health Marketing Quarterly, 2018
This article proposes a new strategic framework to assist healthcare organizations in achieving great patient experiences in the healthcare setting. We synthesize models of practice and literature relevant to the patient experience in order to propose the four Ps of patient experience. Key levers used in this model are: (a) trained autonomous physicians, (b) multidisciplinary partners, (c) alternative places of care delivery matched to patient conditions and needs, and (d) standardized yet flexible processes. Healthcare leaders will be able to use the proposed framework to develop detailed strategies toward improving patient satisfaction and experiences.
Reexamining “Defining Patient Experience”: The human experience in healthcare
Patient Experience Journal, 2021
In 2014, the authors came together with the explicit purpose of understanding how people were defining patient experience. 1 Our broad review and analysis of the literature led us to a few critical points. One, as our review showed, there was an absence of a commonly used definition around patient experience in healthcare. Two, while consistency in the use of one definition was not revealed, there was great alignment around central components seen as critical to patient experience. Three, we highlighted the recurrence of key concepts from the literature that are also found in the definition offered by The Beryl Institute that include: 'sum of all interactions,' 'the influence of organizational culture,' 'patient perceptions,' and the importance of considering experiences 'across the continuum of care.' While this initial inquiry took place seven years ago, we would suggest that these core definitional concepts are no less relevant today and, in fact, may have grown in significance, as those in healthcare have come to better understand the scope and scale of experience. Hence, the purpose of this paper is to assess how the definition has evolved to encompass novel and timely viewpoints that complement the original definition and understand how-and in what ways-the definition has advanced. The definition of patient experience was a significant milestone. It provided simple language for the truly complex nature of what patient experience is and has ultimately served as a foundation for framing the human experience in healthcare. The human experience in healthcare integrates the sum of all interactions, every encounter among patients, families and care partners and the healthcare workforce. It is driven by the culture of healthcare organizations and systems that work tirelessly to support a healthcare ecosystem that operates within the breadth of the care continuum into the communities they serve and the ever-changing environmental landscapes in which they are situated. The human experience in healthcare ultimately is the fruit born from the core of patient experience itself.
Discussion of Patient-Centered Care in Health Care Organizations
Quality Management in Health Care, 2012
The tradition of inherent knowledge and power of health care providers stands in stark contrast to the principles of self-determination and patient participation in patient-centered care. At the organizational level, patient-centered care is a merging of patient education, self-care, and evidence-based models of practice and consists of 4 broad domains of intervention including communication, partnerships, health promotion, and physical care. As a result of the unexamined discourse of knowledge and power in health care, the possibilities of patient-centered care have not been fully achieved. In this article, we used a critical social theory lens to examine the discursive influence of power upon the integration of patient-centered care into health care organizations. We begin with an overview of patient-centered care, followed by a discussion of the various ways that it has been introduced into health care organizations. We proceed by deconstructing the inherent power and knowledge of health care providers and shed light on how these long-standing traditions have impeded the integration of patient-centered care. We conclude with a discussion of viable solutions that can be used to implement patient-centered care into health care organizations. This article presents a perspective through which the integration of patient-centered care into health organizations can be examined.
Zuber’s Ten Principles of Patient- Centric Patient Experience and a Framework
SRINIVAS PUBLICATION, 2021
A patient-centric patient experience is a key to high-quality healthcare service industry since; it has been observed that the patients with good experience add trust, cohesiveness with treating the healthcare team and a better continuity of care, which leads to a better outcome and excels patient experience. Objective: To develop a patient-centric patient experience framework. Method: This is a review of literature study and the data were collected with comprehensive searches in the online databases of goggle scholars and research gate. Conclusions: The study concluded with “Zuber’s ten principles of patient-centric patient experience and a framework.”
Patient centricity as strategy to improve quality of service in healthcare management
International Journal of Healthcare Technology and Management
The patient experience in hospitals regarding treatments of breast cancer can impact their personal strengths to gain motivation to overcome cancer. The goal of this project was to assess the user experience with breast pathology in terms of healthcare and motivation. To evaluate the patient experience, several interviews were conducted with patients with breast pathology during their journey at the institute. This analysis is associated with the ambition not only to better understand the users but also to improve their provision of healthcare. As a result, interviews with health professionals and user family members were also carried out. The interviews were carried out in a semi-structured manner, allowing the parties involved to freely identify what they believe are the major constraints and strengths. The results show that internal process optimisation, professional training, infrastructures improvement, information sessions and co-creation sessions can improve quality of service in healthcare management.
Discussion of patient centered care in health organizations
2021
The tradition of inherent knowledge and power of health care providers stands in stark contrast to the principles of self-determination and patient participation in patient centered care. At the organizational level, patient centered care is a merging of patient education, self-care, and evidence-based models of practice and consists of 4 broad domains of intervention including communication, partnerships, health promotion, and physical care. As a result of the unexamined discourse of knowledge and power in health care, the possibilities of patient centered care have not been fully achieved. In this article, we employ a critical social theory lens to examine the discursive influence of power upon the integration of patient centered care into health care organizations. We begin with an overview of patient centered care, followed by a discussion of the various ways that it has been introduced into health care organizations. We proceed by deconstructing the inherent power and knowledge...
Health expectations : an international journal of public participation in health care and health policy, 2017
Patient-centred care is now ubiquitous in health services research, and healthcare systems are moving ahead with patient-centred care implementation. Yet, little is known about how healthcare employees, charged with implementing patient-centred care, conceptualize what they are implementing. To examine how hospital employees conceptualize patient-centred care. We conducted qualitative interviews about patient-centred care during site four visits, from January to April 2013. We interviewed 107 employees, including leadership, middle managers, front line providers and staff at four US Veteran Health Administration (VHA) medical centres leading VHA's patient-centred care transformation. Data were analysed using grounded thematic analysis. Findings were then mapped to established patient-centred care constructs identified in the literature: taking a biopsychosocial perspective; viewing the patient-as-person; sharing power and responsibility; establishing a therapeutic alliance; and ...
Linköping electronic conference proceedings, 2023
The healthcare sector is one of the areas in which service design can make an important contribution. This paper presents the ongoing results of joint research between Politecnico di Milano and Northeastern University, which aims to investigate patient-centered solutions and processes through a systemic perspective. In particular, the article proposes a study on the definitional evolution of the term patient-centeredness and a methodological approach to investigate patient-centricity through different levels that include solutions, the system of actors involved, and the role of patients. 6 exemplary cases from Italy and the USA are introduced to convey the complexity of the solutions and the related system, as well as the similarities and differences between the two contexts. The paper concludes by outlining the subsequent developments of the research, together with the criticalities that emerged, contributing to the ongoing debate on the transformative role of service design in complex service systems.
What does the patient have to say? Valuing the patient experience to improve the patient journey
BMC Health Services Research, 2021
Background Patient-reported data—satisfaction, preferences, outcomes and experience—are increasingly studied to provide excellent patient-centred care. In particular, healthcare professionals need to understand whether and how patient experience data can more pertinently inform the design of service delivery from a patient-centred perspective when compared with other indicators. This study aims to explore whether timely patient-reported data could capture relevant issues to improve the hospital patient journey. Methods Between January and February 2019, a longitudinal survey was conducted in the orthopaedics department of a 250-bed Italian university hospital with patients admitted for surgery; the aim was to analyse the patient journey from the first outpatient visit to discharge. The same patients completed a paper-and-pencil questionnaire, which was created to collect timely preference, experience and main outcomes data, and the hospital patient satisfaction questionnaire. The fi...