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

Abstract

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.

Palliative and End-of-Life Care Service Models: To What Extent Are Consumer Perspectives Considered?

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Victorian healthcare experience survey 2016–2018; evaluation of interventions to improve the patient experience

“…Themes that emerged were assigned into the following intervention categories; patient-staff communication, staff-staff communication, respect and dignity, emotional support, integration of care, care continuity, discharge planning, treatment and disease education, waiting time and access and physical environment. These intervention categories were adapted from a taxonomy of professional interventions by the Cochrane Effective Practice and Organisation of Care (EPOC) Review Group [ 35 ] and a previous study [ 28 ] (see Additional file 1 for details).…”

“…With public reporting and the recognition of patient experience as a health service’s performance measure, health service providers are increasingly focused on improving patient experience. However, the evidence on interventions was limited by the lack of well-designed evaluation studies beyond single sites [ 28 ].…”

Individualized Health Care for Older Diabetes Patients from the Perspective of Health Professionals and Service Consumers

“…To tackle the situation, it is important to analyze the providers’ perspectives on the support and provision for individual care for patients. In addition, the consumers’ feedback of their experiences in patient-centered care may be of great benefit for the improvement of the work at health care organizations [ 25 ].…”