Qualifications and Skills Required for Patient Experience Positions

Meyer, Melanie

doi:10.1177/2374373519895091

Cited by 5 publications

(6 citation statements)

References 25 publications

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“…Appropriate and proper ways and means should be adopted to deal with medical complaints to improve the patient’s sense of experience and sense of acquisition. [31]…”

Section: Discussionmentioning

confidence: 99%

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study

Jiang

Huang

2023

Medicine

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This study aims to review the 1481 cases of medical complaints from Fujian Provincial Jinshan Hospital in the past 5 years for providing a reference for new hospitals to deal with medical complaints, optimize medical procedures, improve medical quality, and enhance patient experience. The medical complaint information received by the hospital’s medical department and service center accepted and transferred by the health administrative department in the past 5 years was systematically reviewed and statistically analyzed by using hierarchical clustering method. The transfer of the health administration department (61.5%) and the acceptance of the service center (28.9%) were the main sources of medical complaints in hospital. The incidence of medical complaints per 10,000 patients in the hospital was between 3 and 6. The maximum number of complaints was 2017 (5.28 cases/10,000 population), and the least was in 2019 (3.2 cases/10,000 population). The median of complaints was 25, and May to Sep was the period of high incidence of medical complaints each year. In 5 years, the month with the largest number of complaints was May 2020 (41 cases), followed by August 2017(40 cases), and the month with the least number was November 2020 (11 cases). In the past 5 years, the hospital’s medical complaints were mainly in 4 aspects: medical process (n = 329, 22.2%), medical environment (n = 282, 19%), humanistic care (n = 277, 18.7%), and medical management (n = 209, 14.1%). The most frequent complaints were in clinical departments, among which the emergency, outpatient, and pediatric departments accounted for more than 50%. The top 3 complaints were doctors (n = 778, 53%), logistics (n = 284, 19%), and nurses (n = 239, 16%). The main way to resolve complaints was letter and telephone feedback (n = 1372, 92.6%). Our research recommends that new hospitals change their concepts, pay more attention to the services and quality of medical resources and logistical support, follow the best practices of patient-centered, perfect various medical complaint channels, and establish multiple methods. They should also properly accept and dispose medical complaints, improve the timeliness and feedback efficiency of responding to medical complaints, strengthen communication, exchange, and dialogue, and improve patients’ medical experience and sense of gain.

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“…Appropriate and proper ways and means should be adopted to deal with medical complaints to improve the patient’s sense of experience and sense of acquisition. [31]…”

Section: Discussionmentioning

confidence: 99%

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study

Jiang

Huang

2023

Medicine

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“…Therefore, any medical complaints should not be taken lightly at all times. Appropriate and proper ways and means should be adopted to deal with medical complaints to improve the patient's sense of experience and sense of acquisition [31,32] .…”

Section: Discussionmentioning

confidence: 99%

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province：a 5-year retrospective study

Jiang

Huang

2022

Preprint

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Objective: This study aims to review the 1481 cases of medical complaints from Fujian Provincial Jinshan Hospital in the past 5 years for providing a reference for new hospitals to deal with medical complaints, optimize medical procedures, improve medical quality, and enhance patient experience.Method: The medical complaint information received by the hospital’s medical department and service center accepted and transferred by the health administrative department in the past 5 years was systematically reviewed and statistically analyzed according to the source of the complaint, the time of the complaint, the content of the complaint, the department of the complaint, the object of the complaint, and the resolution channel by using hierarchical clustering method.Results: The transfer of the health administration department (61.5%) and the acceptance of the service center (28.9%) were the main sources of medical complaints in hospital. The incidence of medical complaints per 10,000 patients in the hospital was between 3-6. The maximum number of complaints was 2017 (5.28 cases/10,000 population), and the least was in 2019 (3.2 cases/10,000 population). The median of complaints was 25, and May- Sep was the period of high incidence of medical complaints each year. In 5 years, the month with the largest number of complaints was May 2020 (41 cases), followed by August 2017(40 cases), and the month with the least number was November 2020 (11 cases). In the past 5 years, the hospital’s medical complaints were mainly in four aspects: medical process (n=329,22.2%), medical environment (n=282,19%), medical humanities (n=277,18.7%), and administrative management (n=209,14.1%). The most frequent complaints were in clinical departments, among which the emergency, outpatient, and pediatric departments accounted for more than 50%. The top three complaints were doctors (n=778,53%), logistics (n=284,19%), and nurses (n=239,16%). The main way to resolve complaints was letter and telephone feedback (n=1372,92.6%).Conclusion: Our research recommends that new hospitals change their concepts, pay more attention to the services and quality of medical resources and logistical support, follow the best practices of patient-centered, perfect various medical complaint channels, and establish multiple methods. They should also properly accept and dispose medical complaints, improve the timeliness and feedback efficiency of responding to medical complaints, strengthen communication, exchange, and dialogue, and improve patients’ medical experience and sense of gain.

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“…Patient experience has become known as a foundation for providing high-value care through the elements of patient safety, clinical effectiveness, and everything that happens to a patient (Kneeland & Burden, 2018). Patients who are satisfied by having positive patient experiences are more inclined to follow their physician’s instructions leading to improved health outcomes (Esselman et al, 2013; Golda et al, 2018; Meyer, 2020). The health care landscape has changed significantly with the implementation of health care reform changing to models of value-based reimbursement, increased technology, and mergers and acquisitions, which require executive leaders to possess new skill sets.…”

Section: Executive Leadership Competenciesmentioning

confidence: 99%

What executive leadership competencies matter most to patient experience: A national qualitative inquiry.

Latvis,

Fick,

Dishman

2024

Psychology of Leaders and Leadership

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Patient experience is the sum of all interactions that influence a patient's perception across the continuum of care. Hospital executive leaders' leadership competencies impact their organizations' patient experience performance. This national, cross-sectional, qualitative study aimed to identify what health care leadership competencies mattered most to patient experiences in U.S. inpatient acute care hospitals. The target population encompassed all inpatient acute care hospitals. A purposive sampling method was used to select n = 28 executive leaders who represented 28 hospitals of the target population. Results from thematic analyses indicated 15 leadership competencies that matter most to patient experience: change leadership, self-awareness, self-confidence, human resources management, collaboration, team leadership, initiative, accountability, professional and social well-being, verbal communication, process and quality improvement, community collaboration, analytical thinking, achievement orientation, and organizational awareness.

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Qualifications and Skills Required for Patient Experience Positions

Cited by 5 publications

References 25 publications

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province: A 5-year retrospective study

Analysis on 1481 case of medical complaints in a Tertiary Hospital in Fujian Province：a 5-year retrospective study

What executive leadership competencies matter most to patient experience: A national qualitative inquiry.

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