Patients Experience

Many healthcare leaders are advocates for, and believe that patient engagement and experience has gained true importance and value in improving healthcare quality, it has easily become the ‘heart’ of the core definition of ‘quality care’. It is clear that patients are able to provide expertise beyond generic feedback on ways of improving the patient experience.

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

Healthcare is in a constant state of change with movements that impact rates, access and quality of care. Hospitals have become more competitive due to the rising cost of care delivery and the reduction in reimbursement from payers. This causes difficulty in delivering quality care to all patients, which is being measured by mandated patient perception surveys, Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). HCAHPS scores are part of value

Patient satisfaction: This issue can affect funding, revenue and reimbursement from insurance providers. Patient satisfaction can be affected by nearly any aspect of the hospital experience, surveys are done randomly to gain insight on the patients overall treatment at the facility. Negative feedback can cause assumptions about treatment and quality by the HCO as well as decrease in incoming patients.

‘Listening to how patients feel about their care and treatment is one of my personal priorities. Knowing that patients feel safe and are being given the care and attention they need makes me feel that I am doing what I can each shift to improve their care’ (National Quality Board, p72 2015).

Patient stories bring healthcare experiences to life highlighting if they are positive or negative. They encourage the NHS to focus on the person and view then as a statistic. Stories can be told from the point of view of the patient therefore the focus is solely on the individual and not the condition. Stories are made up of a complex network of events from admission to discharge.Stories can be sourced from patients and families, members of staff and care workers. Everyone’s experience of the healthcare experience is valuable. Patient experiences are used to improve healthcare, however and individual story is not a representation of all patient experiences. Stories help us to see things from the point of view of a

Quality patient centered care is vital to a hospital or clinic’s ability to treat whole patients. Dabney and Tzeng (2013) address the necessity to implement patient-centered care into clinic and hospital settings. The article clarifies what patient-centered care and service quality is by consolidating many works and sighting benefits medical professionals can observe in their practice.

The managers from the position of observer were critically analyzing differences of service provision between a service and patient’s perspective. The ward manager by reviewing the findings will make recommendations for the service which builds on the positives and address any issues which impact upon the patient care provided.

The last triad of Health Care is quality. Quality is the value, efficacy, reliability, and outcome of the care being delivered and is quantified through quality measures. Measuring the quality of health care is important because it tells us how the health system is performing and leads to improved care. A type of quality measure is patient experience. Patient experience involves the assessment of patient’s feedback on their experiences of their health care and affects an individual. Patient experience affects an individual because it allows the patient to be an active part in their health and it affects health care entity by revealing critical information to help improve health care. (Bailey)

Patient actively engagement in their health care decision- making is definitely one part of achieving the National Quality Strategic plan and this

Hospital Consumer Assessment of Healthcare Providers and Systems is a series of patient surveys required by The Centers for Medicare and Medicaid Services (CMS) for all hospitals rating health care experiences in the United States. “The intent of the HCAHPS is to provide a standardized 32-item survey instrument and data collection methodology for measuring patients perspectives on hospital care.” (HCAHPS Hospital Survey) Until the HCAHPS, there were no common metrics and no national standards for collecting and reporting information about patient experience of care. Since 2008, HCAHPS has allowed valid comparisons made across hospitals locally, regionally and nationally.

Hollan, J. (2010). Communication key to patient satisfaction scores. Hospital Case Management, 18(11), 164-166. Retrieved from http://www.library.ohiou.edu.proxy.library.ohiou.edu/cgi-bin/redir_allcampuses.pl?http://search.ebscohost.com

These measurements provide feedback of a patient’s experience with the care offered at a given hospital. These measurements assess a wide range of factors including interpersonal aspects of care, clarity of - and ease of access to - information provided by the physician, speed of medical staff’s response to the patient’s urgent care needs, among other factors. These measurements are used by patients in their subjective evaluation during their process of choosing a hospital for emergency care or

Different modalities have important benefits and drawbacks that must be considered together with the data needed in deciding how to proceed. The text mentions two types of modalities, quantitative-qualitative. One of the qualitative modalities is management observation, which is formal observation and documentation of the patient care process. Another one is an employee feedback program, which is formal employee feedback on all aspect of the patient care process. Another mentioned modality is work teams and quality circles, which is described as continues employee input through teams. Focus groups are another mentioned qualitative modality, which is about input facilitated through an open-ended forum for homogeneous groups of patients. Finally, mystery shoppers, which is an observational technique that provides a snapshot of service experience from a user perspective (Sollecito, Johnson, Pages

How were staff involved in assuring that the patient experience would be at its highest levels?