Discussion: Overall Patient Experience N890

How do you measure patient experience?
The most commonly researched approaches for measuring patient and carer experience include surveys, interviews and patient stories. There is little comparative information about the pros and cons of these approaches, but a number of studies have examined the properties of individual tools.

What are the five key initiatives of the patient experience?
Patient Satisfaction Surveys Are Integral in the Transition to Value-Based Care
with clinicians.
Responsiveness of hospital staff.
Cleanliness and quietness of the hospital environment.
Pain management.
about medicines.
Discharge information.

Patient experience of care is also one of three essential dimensions of the industry-guiding IHI Triple Aim (a framework for optimizing health system performance):

Improving the patient experience of care.
Improving the health of populations.
Reducing the per capita cost of healthcare.
Improving the patient experience can seem like a moving target influenced by a variety of factors. For one, despite the fact that healthcare organizations have been talking about and focusing on patient experience and patient satisfaction for a long time, universally accepted definitions don’t exist. For example, patient satisfaction survey vendors use contrasting language, leading to varying patient interpretations. The industry also lacks conclusive research that proves the connections between patient satisfaction and outcomes. And with so many resources focused on improving patient satisfaction, it’s no surprise healthcare leaders want to understand the connection.

When it comes to patient satisfaction and outcomes, this article advises health systems use patient satisfaction as a balance measure—not a driver for outcomes. The article also explains the connection between the patient experience and quality of care, demonstrating why patient experience is a prime indicator of a system’s overall health and, therefore, a worthy goal with benefits that extend beyond the expected (financial reimbursement, higher physician ratings, etc.). It concludes with five key recommendations than can lead to significant patient experience improvements.