Back to the future

Abstract

Improving patient experience has emerged as an important healthcare policy priority across Canada. Tools and systems for monitoring patient experience metrics are becoming increasingly refined and standardized, and the trend toward greater accountability for improvements that are sustainable and affordable is well underway. For many healthcare professionals, this represents a renewed focus on core patient needs and priorities, following decades during which structural and technological changes have dominated healthcare agendas. Improving patient experience in our contemporary healthcare environment presents major challenges-and opportunities-for Canadian health leaders. The experience of Studer Group partner organizations in Canada is relevant and instructive in this context. These organizations have adopted a model known as Evidence-Based Leadership (EBL) that enables and supports the alignment of all activities and behaviours toward specific organizational goals, including measurable patient experience improvements. This article reviews case studies of organizations that have adopted EBL. These organizations are demonstrating rapid progress in patient experience indicators while simultaneously making gains in critical areas such as clinical outcomes, safety, physician and staff engagement, and financial performance. Emerging evidence concerning the factors and processes that underlie these improvements is also discussed.

How Virtual Triage Can Improve Patient Experience and Satisfaction: A Narrative Review and Look Forward

“…However, organizational and clinical research have demonstrated that patient experience influences clinical safety and quality, as well as financial performance. 7 …”

Evaluation of Maternal Patient Experience Through Natural Language Processing Techniques: The Case of Twitter Data in The United States During COVID-19

“…The evaluation of patient experience helps healthcare organizations extract actionable insights to improve healthcare quality [38], [39], [40], increase engagement with the patient and their healthcare provider [41], [42], improve care effectiveness, lower employee turnover, and enhance employee satisfaction [43], [44], [45], [46]. Studies have also shown that patient experience can impact critical nancial levels dependent on patient retention and medical malpractice claims [46], [47], [48].…”

Predictive factors for patient satisfaction in public and private hospitals in Kosovo

“…Patient satisfaction will offer valuable and distinctive insights into daily medical care and is widely accepted as a freelance dimension of quality of care as a result of an analysis of patient satisfaction includes "internal" (inward-looking) aspects of hospital care, which regularly stay unrecorded, like communica tion, fellow feeling or interaction (2,(3)(4)(5). However, various studies and systematic reviews demonstrate a correlation between subjective patient perspective and clinical safety and effectiveness, and that they demonstrate that patient satisfaction reflects totally different dimensions of quality of care (3,(6)(7)(8)(9)(10)(11)(12). Thus, it comes as no surprise that the activity of patient satisfaction is usually used as a tool to enhance the quality of care (8,12).…”