What does the patient have to say? Valuing the patient experience to improve the patient journey (original) (raw)
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Collecting data on patient experience is not enough: they must be used to improve care
BMJ (online)
Collecting data on patient experience is not enough: they must be used to improve care The NHS has been collecting data on patients' experience of care for over 10 years but few providers are systematically using the information to improve services. Angela Coulter and colleagues argue that a national institute of "user" experience should be set up to draw the data together, determine how to interpret the results, and put them into practice
Framing the Conversation on Patient Experience Evaluation and measurement of patient experience
2015
Despite the increasing presence of a variety of measures of patient health care experiences in research and policy, there remains a lack of consensus regarding measurement. The objectives of this paper were to: (1) explore and describe what is known about measures and measurement of patient experience and (2) describe evaluation approaches/methods used to assess patient experience. Patient-experience does not simply reflect clinical outcomes or adherence unique encompassing dimension that is challenging to measure. Several challenges exist when measuring patient experience, in part, because it is a complex, ambiguous concept that lacks a common or ubiquitous definition and also because there are multiple cross-cutting terms (e.g., satisfaction, engagement, perceptions, and preferences) in health care that make conceptual distinction (and therefore measurement) difficult. However, there are many measurement and evaluation approaches that can be used to obtai Measuring patient experie...
Impact of Tracking Trends in Patients' Hospital Experiences
The International Journal of Person Centered Medicine, 2017
Background: Capturing patients' experiences of care and using the results to improve service quality is one of the key approaches to building person-centered care in healthcare organizations. Studies have suggested that systematic gathering of patients' feedback through surveys may lead to improvements in care experiences across health systems and within organizations. While trends in patient experience have been considered at the national level, there is little evidence of systematic analyses of long-term trends at the local or organizational level. Objectives: The purpose of this study was to determine whether an upward trend in patients' reported positive experiences could be established in organizations that have a long history of surveying their patients. Methods: The study was a 12-year (2004-2015) trend analysis of overall experience scores reported by patients in three English hospital trusts: Oxford University Hospitals, University College London Hospitals, and Central Manchester University Hospitals. Results: The analysis could not establish an upward trend in patients' overall reported experiences of care over the 12 years. Whereas scores for both Oxford University and University College London Hospital Trusts were non-linear and more erratic, scores for Central Manchester University Hospitals Trust showed a downward trend, with no statistically significant year-on-year changes in scores. Discussion: The observation is consistent with the suggestion that healthcare organizations may not be fully using patient experience data to inform quality improvement. The present study also contrasts national level longitudinal studies, which have shown small improvements in patient reported experiences of care. Conclusions: More policy-level actions and effective organizational leadership are required for the goal of promoting person-centered care through care experiences to be fully realized.
Patient Experience Journal, 2018
Patient experience teams in NHS Wales' Health Boards and Trusts are working across the country to collect patient experience feedback from members of the public who access health care services. Although this work is advanced in many areas, there is currently no way of benchmarking across organisations, reducing opportunities for shared learning. We aimed to work with patients and colleagues across Wales to agree a set of universal Patient Reported Experience Measures (PREMs) questions. Working with patient experience teams, patient groups and Welsh Government, the NHS Wales Patient Reported Outcome Measures (PROMs), Patient Reported Experience Measures (PREMs) and Effectiveness Programme team has agreed a national set of PREMs questions for use across Wales. This process led on from previous work and included patient focus groups, patient experience leads and clinical input. Patients using secondary care services in Wales will be invited to complete the agreed PREMs survey along with patient outcome measures, via an electronic platform. This will provide a consistent method of data collection which will allow us to benchmark across hospitals and organisations in NHS Wales, identifying areas of good practice, as well as areas where patients report poorer experiences. This will allow local patient experience teams to target more in-depth experience gathering initiatives and carry out appropriate improvement programmes, making better use of resources. Identifying and sharing good practice will allow NHS Wales to advance patient experience, while triangulation with patient and clinical outcomes will drive the Prudent Healthcare agenda.
Measuring patient experience: concepts and methods
The patient, 2014
Providing a good patient experience is a key part of providing high-quality medical care. This paper explains why patient experience is important in its own right, and its relationship to other domains of quality. We describe methods of measuring patient experience, including issues relating to validity, reliability and response bias. Differences in reported patient experience may sometimes reflect differences in expectations of different population groups and we describe the arguments for and against adjusting patient experience data for population characteristics. As with other quality improvement strategies, feeding back patient experience data on its own is unlikely to improve quality: sustained and multiple interventions are usually required to deliver sustained improvements in care.
Quality and Safety in Health Care, 2002
To determine what aspects of healthcare provision are most likely to influence satisfaction with care and willingness to recommend hospital services to others and, secondly, to explore the extent to which satisfaction is a meaningful indicator of patient experience of healthcare services. Design: Postal survey of a sample of patients who underwent a period of inpatient care. Patients were asked to evaluate their overall experience of this episode of care and to complete the Picker Inpatient Survey questionnaire on specific aspects of their care. Sample: Patients aged 18 and over presenting at five hospitals within one NHS trust in Scotland. Method: 3592 questionnaires were mailed to patients' homes within 1 month of discharge from hospital during a 12 month period. Two reminders were sent to non-responders; 2249 (65%) questionnaires were returned. Results: Almost 90% of respondents indicated that they were satisfied with their period of inpatient care. Age and overall self-assessed health were only weakly associated with satisfaction. A multiple linear regression indicated that the major determinants of patient satisfaction were physical comfort, emotional support, and respect for patient preferences. However, many patients who reported their satisfaction with the care they received also indicated problems with their inpatient care as measured on the Picker Inpatient Survey; 55% of respondents who rated their inpatient episode as "excellent" indicated problems on 10% of the issues measured on the Picker questionnaire. Discussion: The evidence suggests that patient satisfaction scores present a limited and optimistic picture. Detailed questions about specific aspects of patients' experiences are likely to be more useful for monitoring the performance of various hospital departments and wards and could point to ways in which delivery of health care could be improved.
European Journal for Person Centered Healthcare , 2017
Background: Patient experience and patient satisfaction, the two recognized indicators for assessing the quality of healthcare, are related, but distinct concepts. While there is existing evidence concerning a statistically significant association between these two concepts, research on the extent to which patient experience accounts for variation in patients' overall satisfaction with health services has produced contradictory results. Objectives: The primary aim of this paper was to determine the extent to which satisfaction with a healthcare system is explained by patient experience. A secondary objective was to identify the aspects of patient experience that relate most strongly to satisfaction with health services. Methods: The study was a secondary analysis of quantitative data from the 2006 Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey. Multivariate regression analysis was used to assess the association between global satisfaction and CAHPS domains of patient-reported experience with healthcare. Pearson product moment correlation coefficients were computed to ascertain the aspects of patients' experiences that have strong association with their overall satisfaction. Findings: Much (67.4%) of the variation in overall patient satisfaction was accounted for by patient experience. Factors related to patient-professional relationship related strongly with patients' overall satisfaction with health services Conclusion: Patient experience of care is a major determinant of patients' overall satisfaction with a healthcare system and the two concepts are not marginally related.
ANALYSIS & COMMENTARY Measuring Patient Experience As A Strategy For Improving Primary Care
Health Affairs, 2010
Patients value the interpersonal aspects of their health care experiences. However, faced with multiple resource demands, primary care practices may question the value of collecting and acting upon survey data that measure patients' experiences of care. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) suite of surveys and quality improvement tools supports the systematic collection of data on patient experience. Collecting and reporting CAHPS data can improve patients' experiences, along with producing tangible benefits to primary care practices and the health care system. We also argue that the use of patient experience information can be an important strategy for transforming practices as well as to drive overall system transformation.
Measuring patient satisfaction: a need of the day for tertiary care services
International Journal of Medical Science and Public Health, 2015
admissions process, encounters with physicians, nurses, lab personnel, and other service providers and their respective physical locations, including patient rooms and the care they receive while in their room, the discharge process, and finally the billing/payment process. There is any number of factors that could impact the patient's perception of the care provided throughout an inpatient stay. Patient satisfaction is as important as other clinical health measures and is a primary means of measuring the effectiveness of health-care delivery. The current competitive environment has forced health-care organizations to focus on patient satisfaction as a way to gain and maintain market share. If you don't know what your strengths and weaknesses are, you can't compete effectively. Mismatch between the patient expectation and the service received is related to decreased satisfaction. [1] Therefore, Background: Patient satisfaction is an important measure as it is a primary means of measuring the effectiveness of health-care delivery and success of health-care facility. Objective: To evaluate the satisfaction level of the patients admitted in surgical wards. Materials and Methods: It was a hospital-based cross-sectional questionnaire based study carried out at Acharya Vinoba Bhave Rural Hospital (AVBRH), Sawangi (Meghe), Wardha, Maharashtra, India. The study was conducted from February 2014 to May 2014 among the patients admitted in surgical wards of AVBRH with a minimum hospital stay of 2 days. The study was conducted for 4 months involving 210 patients. Results: The total number of patients involved in the study was 210 and male-to-female ratio was 2.6:1. The mean satisfaction level for admissions and discharge services was 130 ± 28.80104 (SE = 12.88022) and it was statistically significant (p = 0.00148). The mean satisfaction level for physician services was 128.50 ± 30.94484 (SE = 15.47242) and for nursing services was 95.3333 ± 16.16581 (SE = 9.33333). The overall level of satisfaction (75.24%) was good. Conclusion: Assessments of patient satisfaction and evaluation of the factors for dissatisfaction are relevant to strengthen the bonding between the health-care facility and the faith of a community. The cost effectiveness of the services provided would also go a long way to maintain the bond between the doctor and the patient for the achievement of the optimal level of health of the people.