Critical patient insights from the same-day feedback programme at Stanford Health Care

Abstract

Patient-centered organisationsHealthcare organisations now integrate patient feedback into value-based compensation formulas. This research considered Stanford Healthcare’s same-day feedback, a programme designed to evaluate the patient experience. Specifically, how did patients with cancer interviewed in the programme assess their physicians? Furthermore, how did assessments differ across emotional, physical, practical and informational needs when interviewed by volunteer patient and family partners (PAFPs) versus hospital staff?Patient–physician communication barriersIntegral to this research was Communication Accommodation Theory (CAT), which suggests individuals adjust interactions based on conversational roles, needs and understanding. Previous influential research was conducted by Frosch et al (2012) and Di Bartolo et al (2017), who revealed barriers to patient–physician communication, and Baker et al (2011) who associated CAT with these interactions. However, we still did not know if patients alter physician assessments between interviewers.Volunteers collect patient needsThis mixed methods study worked with 190 oncology unit patient interviews from 2009 to 2017. Open-ended interview responses underwent thematic analysis. When compared with hospital staff, PAFPs collected more practical and informational needs from patients. PAFPs also collected more verbose responses that resembled detailed narratives of the patients’ hospital experiences. This study contributed insightful patient perspectives of physician care in a novel hospital programme.

Feasibility pilot trial for the Trajectories of Recovery after Intravenous propofol versus inhaled VolatilE anesthesia (THRIVE) pragmatic randomised controlled trial

“…When patients, compared with research or hospital staff, interview other patients, they often collect responses that are more verbose, elicit more practical and informational needs from patients, and the responses more closely resemble detailed patient experiences. 11 Throughout the webinar, stakeholders were given further opportunity to provide feedback and suggestions. Stakeholders attending the webinar completed a questionnaire cocreated with our THRIVE patient partners and successfully identified the key motivations for the THRIVE feasibility pilot trial, the questions the feasibility trial is designed to answer, and how patients will be partners in the research.…”

“…THRIVE patient partners were placed in leadership positions during the webinar to facilitate feedback and suggestions via breakout sessions. When patients, compared with research or hospital staff, interview other patients, they often collect responses that are more verbose, elicit more practical and informational needs from patients, and the responses more closely resemble detailed patient experiences 11. Throughout the webinar, stakeholders were given further opportunity to provide feedback and suggestions.…”

“…This feasibility pilot trial 11 Throughout the webinar, stakeholders were given further opportunity to provide feedback and suggestions. Stakeholders attending the webinar completed a questionnaire cocreated with our THRIVE patient partners and successfully identified the key motivations for the THRIVE feasibility pilot trial, the questions the feasibility trial is designed to answer, and how patients will be partners in the research.…”

Reframing Patient Experience Approaches and Methods to Achieve Patient-Centeredness in Healthcare: Scoping Review

“…After screening the title and abstract of 6183 papers (excluding duplicates) for relevance to the subject, 131 papers were selected. A total of 67 articles [ 1 , 7 , 12 , 13 , 14 , 15 , 16 , 17 , 21 , 28 , 29 , 30 , 31 , 32 , 33 , 34 , 35 , 36 , 37 , 38 , 39 , 40 , 41 , 42 , 43 , 44 , 45 , 46 , 47 , 48 , 49 , 50 , 51 , 52 , 53 , 54 , 55 , 56 , 57 , 58 , 59 , 60 , 61 , 62 , 63 , 64 , 65 , 66 , 67 , 68 , 69 , 70 , 71 , 72 , 73 , 74 , 75 , …”