A Closer Examination of the Patient Experience in the Ambulatory Space

Abstract

This qualitative study explores key patient experience impressions responsible for driving quality. Differences between primary and specialty care patient perspectives were analyzed using a mixed-methods design in high-, median-, and low-quality performing practices. We found that primary care patients highly value provider listening, time spent with provider, and consistent and effective coordination of care. Specialty care patients were found to highly value provider clinical skill acumen/outcomes, being kept informed with timely updates and care instructions, and a stress- and pain-free experience. We conclude that differing patient types attach greater value to different elements of their health care experiences.

Key Patient Experience Drivers That Result in Exemplary Overall Provider Performance Ratings in the Ambulatory Environment

“…The researchers concluded that differing patient types attach greater value to different elements of their health care experiences. (Jurdi et al, 2020, p. 89)…”

“…With the explosion of consumerism in one of the most rapidly changing and regulated industries, understanding today's US health care consumer highlights the importance of prioritizing the delivery of patient- and family-centered care. Berwick (2009) and the Institute of Medicine (IOM, 2001) assert that patient-centeredness is a pillar of quality; therefore, improving the overall patient experience is fundamental for improving health care quality (Jurdi et al, 2020).…”

“…All ambulatory practices obtain feedback on the patient experience through the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey process (Jurdi et al, 2020). Since its inception in 1995, the CAHPS project has served as the principal mechanism for the development of scientifically sound measures of consumer perspectives surrounding access to care and quality-of-care levels (Lake et al, 2005).…”

“…The quantitative survey metrics provide data for medical practices to assess quality performance. Many practices examine the CAHPS Clinician & Group Survey (CG-CAHPS) data through a quantitative lens to search for trends and/or associations between survey questions and overall provider rating and willingness to recommend a provider (Jurdi et al, 2020).…”

Sustained Improvement in Patient Experience by Optimizing Patient Flow in Ambulatory Settings

“…Patient experience is measured by patient feedback from the Consumer Assessment of Healthcare Providers and System Clinician and Group Surveys (4). The Press Ganey survey is one of the most commonly used surveys to assess patient feedback on the outpatient experience (5).…”