Measuring the patient experience

Abstract

The most effective way of exploring and representing the patient's experience is by using a mixed-method approach. In other words, an integrated approach with the use of surveys and more narrative methods, such as patient stories, will effectively define quality and how it should be measured, ensuring that the focus is always on what matters most to patients.

Lasten potilaskokemukset digitaalisten palveluiden kehittämisen lähtökohtana

“…Potilaiden kertomukset tarjoavat terveyspalveluja tuottaville organisaatioille mahdollisuuden saavuttaa parempi ymmärrys potilaiden palvelukokemuksista [18]. Tehokkaimpana tapana potilaskokemuksen tutkimiseksi ja kuvailemiseksi pidetään yhdistelmää kvantitatiivisesta potilastyytyväisyystutkimuksesta ja laadullisesta potilaskeskeisestä kerrontamenetelmästä [19].…”

Breaking from binaries – using a sequential mixed methods design

“…The experiences of healthcare users are increasingly being used to assess, plan and implement changes in service provision and policy development (Lees 2011). Qualitative and quantitative approaches have been used to enrich contemporary knowledge of healthcare experiences using a variety of perspectives, methods and designs.…”

“…Qualitative data have the potential to identify disparities between the perceptions of users and providers of care (Lees 2011). They have been invaluable in providing in---depth insights into women's feelings about childbirth, the consequent effects on their lives, and those of their families and community.…”

“…Quantitative designs have traditionally used 'satisfaction studies', surveys or measurements of psychological components such as 'self---efficacy' to evaluate childbirth experiences (Larkin et al 2009). Quantitative satisfaction studies are restricted as they rely on a global satisfaction index, often omitting important details that are significant to the healthcare user (Lees 2011). Satisfaction studies in relation to childbirth are limited due to potential participants valuing the status quo and feeling reluctant to criticise their care, believing it to be as good as it could be (van Teijlingen et al 2003).…”

“…Further examples include Kingdon et al (2009), who explored women's choosing of caesarean sections, and Beake et al (2013), who developed a competency assessment for midwives to use when caring for women with an intellectual disability. Lees (2011) concludes that mixed methods is the most effective approach in exploring experiences of health care as it provides a more complete contextual understanding of users' views.…”