Patient experience

The patient experience describes an individual's experience of illness/injury and how healthcare treats them. Increasing focus on patient experience is part of a move towards patient-centered care.[1][2] It is often operationalised through metrics, a trend related to consumerism and New Managerialism.

Patient experience (PX) is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.[3]

Patient experience has become a key Quality outcome for healthcare; measuring it is seen to support improvement in healthcare quality, governance, public accountability and, especially in the English NHS, patient choice.[4] Measures of patient experience arose from work in the 1980s and is now there use is now widescale. However, their effectiveness has been questioned[5] and clinicians and managers may disagree about their use.[6] There is a general agreement in the literature that measuring patient experience can be accomplished using a quantitative, qualitative, or mixed-methods approach.[7]

When patient experience is discussed in terms of experiences with health care services it is similar to patient satisfaction. However, patient experience is often reported in health research as also encompassing people's experiences of illness and injury outside of their experiences with health services, such as those experiences with family and friends, the influence of illness/injury over their capacity to engage in social activities or previously imagined futures,[8] and even their engagement with the development of the guidelines that will inform their treatment.[9] For example, researchers might report of the patient experience of living with heart failure[10] or other chronic illnesses.[11]

Metrics

Patient-reported experience measures (PREMs) are, akin to patient-reported outcome measures (PROMs), questionnaires completed by the patient to assess their experience. These include:[4]

References
  1. Ahmed F, Burt J, Rowland M: Measuring patient experience: concepts and methods. In The Patient - Patient-Centered Outcomes Research. doi:10.1007/s40271-014-0060-5.
  2. Mirzaei, M., Aspin, C., Essue, B., Jeon, Y. H., Dugdale, P., Usherwood, T., & Leeder, S. (2013). A patient-centred approach to health service delivery: improving health outcomes for people with chronic illness. BMC health services research, 13(1), 251.
  3. "Defining Patient Experience". Archived from the original on 2017-08-24. Retrieved 2017-08-24.
  4. Benson T, Potts HWW (2014). A short generic patient experience measure: howRwe development and validation. BMC Health Services Research, 14, 499. doi:10.1186/s12913-014-0499-z
  5. Haugum M, Danielsen K, Iversen HH, Bjertnaes O: The use of data from national and other large-scale user experience surveys in local quality work: a systematic review.International J Qual Health Care 2014:1;14. doi:10.1093/intqhc/mzu077
  6. Rozenblum R, Lisby M, Hockey P, Levtzion-Korach O, Salzberg C, Efrati N, Lipsitz S, Bates D: The patient satisfaction chasm: the gap between hospital management and frontline clinicians. BMJ Qual Saf 2013, 22:242-250
  7. "What is Patient Experience and how to measure it?".
  8. Bury, M. (1982). Chronic illness as biographical disruption. Sociology of health & illness, 4(2), 167-182.
  9. Khodyakov, Dmitry; Denger, Brian; Sean Grant DPhil; Armstrong, Courtney; Ann Martin; Peay, Holly; Coulter, Ian; Hazlewood, Glen (2019). "The RAND/PPMD Patient-Centeredness Method: a novel online approach to engaging patients and their representatives in guideline development". European Journal for Person Centered Healthcare. 7 (3): 6. doi:10.5750/ejpch.v7i3.1750 (inactive 2021-01-13).CS1 maint: DOI inactive as of January 2021 (link)
  10. Jeon, Y. H., Kraus, S. G., Jowsey, T., & Glasgow, N. J. (2010). The experience of living with chronic heart failure: a narrative review of qualitative studies. BMC health services research, 10(1), 77.
  11. Jeon, Y. H., Jowsey, T., Yen, L., Glasgow, N. J., Essue, B., Kljakovic, M., ... & Kraus, S. G. (2010). Achieving a balanced life in the face of chronic illness. Australian Journal of Primary Health, 16(1), 66-74.
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