When the patient is the expert: measuring patient experience and satisfaction with care

Abstract

In 2018, three independent reports were published, emphasizing the need for attention to, and improvements in, quality of care to achieve effective universal health coverage. A key aspect of high quality health care and health systems is that they are person-centred, a characteristic that is at the same time intrinsically important (all individuals have the right to be treated with dignity and respect) and instrumentally important (person-centred care is associated with improved health-care utilization and health outcomes). Following calls to make 2019 a year of action, we provide guidance to policy-makers, researchers and implementers on how they can take on the task of measuring person-centred care. Theoretically, measures of person-centred care allow quality improvement efforts to be evaluated and ensure that health systems are accountable to those they aim to serve. However, in practice, the utility of these measures is limited by lack of clarity and precision in designing and by using measures for different aspects of person-centeredness. We discuss the distinction between two broad categories of measures of patient-centred care: patient experience and patient satisfaction. We frame our discussion of these measures around three key questions: (i) how will the results of this measure be used?; (ii) how will patient subjectivity be accounted for?; and (iii) is this measure validated or tested? By addressing these issues during the design phase, researchers will increase the usability of their measures.

Factors associated with patient satisfaction with perioperative anesthesia care at Hawassa university comprehensive specialized hospital, Ethiopia: Cross-sectional study design

“…Patient satisfaction is significant to measure quality care that can subsidize to balance the evaluation of the structure, process, and outcome of service. Several factors add to patient satisfaction, including availability and user-friendliness of service, the skill of health professionals, and clients own expectations (1)(2)(3)(4).…”

“…Odds of the patient who took general anesthesia were 2.31(1.096, 4.142) p=0.026 more dissatisfied than regional anesthesia. Odds of the patient duration of surgery 2-3hr 0.313(0.124, 0.792) less likely dissatisfied than the duration of surgery 1hr.The odds of patient nausea and It is determined by the excellence of the delivered care and the patient's anticipations of that care (2,11). .in our studies a total of 200 participants were included.…”

Person-Centred Maternity Care in a Poor-Resource Setting: Evidence from a Cross-Sectional Study in Enugu State, Nigeria

“…Person-centred maternity care (PCMC), defined as "maternity care that is respectful of and responsive to individual women and their families' preferences, needs, and values" [1], is an effective strategy for improving quality of care experienced by women during childbirth in health facilities in low-and middle-income countries [2][3][4][5]. PCMC comprises three domains of patient experience: autonomy and communication, respect and dignity, and supportive care [1,6].…”

“…Broadly, three context-specific factors, which shape patients' needs, expectation and values, affect person-centred maternity care namely facility characteristics, service type, and patient characteristics [5]. Patient characteristics include socio-demographic characteristics, clinical history and prior health care-seeking behaviour [5]. Age and education explain differences in patient's experiences of care, perception of quality of care and satisfaction with care [20].…”

“…Facility characteristics such as type of facilities, types of providers, number of patients seen, providerpatient ratio, availability of services and resources may modify women's experiences of maternity care [5,24]. Whereas indices of clinical quality of maternal health were higher in hospitals than health centres [25][26][27], interpersonal quality of maternal healthcare was higher in private than public hospitals [25,28].…”