Examining the Role of Patient Experience Surveys in Measuring Health Care Quality

Abstract

Patient care experience surveys evaluate the degree to which care is patient-centered. This article reviews the literature on the association between patient experiences and other measures of health care quality. Research indicates that better patient care experiences are associated with higher levels of adherence to recommended prevention and treatment processes, better clinical outcomes, better patient safety within hospitals, and less health care utilization. Patient experience measures that are collected using psychometrically sound instruments, employing recommended sample sizes and adjustment procedures, and implemented according to standard protocols are intrinsically meaningful and are appropriate complements for clinical process and outcome measures in public reporting and pay-for-performance programs.

The storied mind: A meta-narrative review exploring the capacity of stories to foster humanism in health care

“…In recent decades, there has been a humanistic shift in healthcare toward understanding how patients experience their care as a means of better supporting their healing. [1][2][3][4] Patient experience data, both quantitative and qualitative, are collected in many ways including a range of data from patient satisfaction and experience which includes stories, anecdotes or narratives spanning the duration of patient care. At the point of care, healthcare providers consistently hear patient's stories and experiences allowing them to informally learn about how patients are experiencing their care.…”

Partnership between patients and health care professionals is an important determinant of patient satisfaction

“…More recently patient-reported measures, such as patient satisfaction have emerged and are increasingly used to monitor and guide quality improvement efforts [1] in the United States (US) [2] and Europe [3] with evidence of success [4] and improved outcome through better continuity of care and compliance. [5,6] The shift to increased patient involvement has witnessed a migration from paternalistic approaches where clinicians dominate and decide, [7] to more active patients with clinician partnership, exchanging information, detailling preferences and deciding on options together, [8] or shared decision-making.…”

The Impact of a Personalized Preventive Care Model vs. the Conventional Healthcare Model on Patient Satisfaction

“…In one study of patients who were being treated for acute myocardial infarction (AMI), those patients who reported better patient care had significantly better survival rates one year post AMI. In another study looking at patient satisfaction in hospitals, the hospitals with higher patient satisfaction ratings were associated with lower in-hospital complications and patient mortality [18]. Conversely, health status and health outcomes affect satisfaction.…”

“…The Patient Protection and Affordable Care Act of 2010 mandated that the Centers for Medicare and Medicaid Services (CMS) utilize the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys developed at the Agency for Healthcare Research and Quality (AHRQ) for public reporting. [18]. It is currently the most widely used survey instrument that asks consumers about their experiences with and evaluations of ambulatory care received from both health plans and healthcare professionals.…”

“…Several studies have reported that good physician-patient communication can promote patient adherence with their prescribed treatment plan and ultimately improve health outcomes, patient feelings about their disease and the impact on their life [18,20,21]. In one study of patients who were being treated for acute myocardial infarction (AMI), those patients who reported better patient care had significantly better survival rates one year post AMI.…”