Patient Experience: A return to purpose

Wolf, Jason

doi:10.35680/2372-0247.1222

Cited by 11 publications

(17 citation statements)

References 5 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…28 The patient experience has been identified as one of the top three priorities for healthcare leaders. 29…”

Section: Patient Experiencementioning

confidence: 99%

Exploring workforce confidence and patient experiences: A quantitative analysis

Owens¹,

Keller²

2018

Patient Experience Journal

View full text Add to dashboard Cite

Confidence is recognized as one of the most influential factors to affect performance. Individual, leader, and team confidence play essential roles in achieving success and the absence of confidence has been connected with failure. While confidence is not a substitute for competency, it creates trusting relationships, empowerment, and resiliency to persevere when challenges arise. Objective: In this study, we examined workforce confidence in the patient experience and patient perceptions of their experience of care. Methods: We compared responses to the Patient-Centered Excellence Survey (PCES) from 41 United States hospitals, measuring workforce confidence in the patient experience provided, to patient's ratings of their experience through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Results: Higher workforce confidence in the patient experience provided is related to higher patient ratings of their experience while lower workforce confidence is linked with lower patient ratings. Hospitals in the top 25% with workforce perceptions score 11.7% higher with HCAHPS Overall Rating than hospitals in the bottom 25%. Of the 10,945 workforce respondents to the PCES Overall Rating item, 24.2% rated their organization top box (9 or 10) versus 64.7% of patients rating top box. Senior leaders reported the highest degree of confidence in the patient experience, while staff and providers reported the lowest. Conclusion: Confidence is an important characteristic of the healthcare workforce. Building mastery of patient experience competencies holds promise to further elevate patient's perceptions of their care. Gaps in confidence should be addressed-especially among those with the most direct caregiver responsibilities.

show abstract

“…28 The patient experience has been identified as one of the top three priorities for healthcare leaders. 29…”

Section: Patient Experiencementioning

confidence: 99%

Exploring workforce confidence and patient experiences: A quantitative analysis

Owens¹,

Keller²

2018

Patient Experience Journal

View full text Add to dashboard Cite

show abstract

“…Patient-centred care is assessed by patient feedback of their experience often referred to as patient experience measures [8]. It is becoming common for these measures to be collected routinely in order to monitor patientcentred care [12][13][14] . The U.S. and U.K., were among the first to develop and implement nationally standardised surveys for measuring patients' experiences.…”

Section: Introductionmentioning

confidence: 99%

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

Wong

Mavondo

Fisher

2020

BMC Health Serv Res

View full text Add to dashboard Cite

Background: To review systematically the published literature relating to interventions informed by patient feedback for improvement to quality of care in hospital settings. Methods: A systematic search was performed in the CINAHL, EMBASE, PsyInfo, MEDLINE, Cochrane Libraries, SCOPUS and Web of Science databases for English-language publications from January 2008 till October 2018 using a combination of MeSH-terms and keywords related to patient feedback, quality of health care, patient-centred care, program evaluation and public hospitals. The quality appraisal of the studies was conducted with the MMAT and the review protocol was published on PROSPERO. Narrative synthesis was used for evaluation of the effectiveness of the interventions on patient-centred quality of care. Results: Twenty papers reporting 20 studies met the inclusion criteria, of these, there was one cluster RCT, three before and after studies, four cross-sectional studies and 12 organisational case studies. In the quality appraisal, 11 studies were rated low, five medium and only two of high methodological quality. Two studies could not be appraised because insufficient information was provided. The papers reported on interventions to improve communication with patients, professional practices in continuity of care and care transitions, responsiveness to patients, patient education, the physical hospital environment, use of patient feedback by staff and on quality improvement projects. However, quantitative outcomes were only provided for interventions in the areas of communication, professional practices in continuity of care and care transitions and responsiveness to patients. Multi-component interventions which targeted both individual and organisational levels were more effective than single interventions. Outcome measures reported in the studies were patient experiences across various diverse dimensions including, communication, responsiveness, coordination of and access to care, or patient satisfaction with waiting times, physical environment and staff courtesy.

show abstract

“…Patient experience has been elevated in the priorities of healthcare leaders in recent years as organizations have come to understand the rationale for and benefits of improving patient experience. [1][2] Not only has a patient experience focus been shown to yield better financial outcomes in terms of both CMS reimbursements and increased patient loyalty and market share, 3 it is also increasingly regarded as a crucial quality measure. [4][5] Healthcare organizations are making greater investments toward improving patient experience than ever before in time, training, the appointment of executive positions, and most importantly, the day-to-day interactions that are occurring between caregivers and patients.…”

Section: Introductionmentioning

confidence: 99%

The impact of response rate on Hospital Consumer Assessment of Healthcare Providers and System (HCAHPS) dimension scores

Godden¹,

Paseka²,

Gnida³

et al. 2019

Patient Experience Journal

View full text Add to dashboard Cite

Patient experience measurement is receiving considerable attention from hospital executives, healthcare leaders, purchasers such as the Centers for Medicare and Medicaid Services (CMS), and patients. It is therefore appropriate and necessary to examine the methods of survey administration, and the analysis presented here seeks to understand the impact of one particular aspect of the measurement: response rate. Utilizing publicly reported HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) data from Hospital Compare, a positive correlation between response rate and HCAHPS scores nationwide was identified and replicated. This correlation, which was most recently published by the Hospital Quality Institute (HQI) for California facilities, implies that increasing response rates can return higher HCAHPS dimension scores. Accurate patient perceptions of the inpatient experience may be hidden by insufficient representativeness of the data. In other words, publicly-reported scores may be lower than they should be, and hospitals may be mistakenly devaluing their efforts to improve the patient experience. Responses from a more representative sample of the patient population are key to capturing more accurate HCAHPS scores.

show abstract

Patient Experience: A return to purpose

Cited by 11 publications

References 5 publications

Exploring workforce confidence and patient experiences: A quantitative analysis

Exploring workforce confidence and patient experiences: A quantitative analysis

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

The impact of response rate on Hospital Consumer Assessment of Healthcare Providers and System (HCAHPS) dimension scores

Contact Info

Product

Resources

About