Patient Experience and Satisfaction with Inpatient Service: Development of Short Form Survey Instrument Measuring the Core Aspect of Inpatient Experience

Abstract

Patient experience reflects quality of care from the patients’ perspective; therefore, patients’ experiences are important data in the evaluation of the quality of health services. The development of an abbreviated, reliable and valid instrument for measuring inpatients’ experience would reflect the key aspect of inpatient care from patients’ perspective as well as facilitate quality improvement by cultivating patient engagement and allow the trends in patient satisfaction and experience to be measured regularly. The study developed a short-form inpatient instrument and tested its ability to capture a core set of inpatients’ experiences. The Hong Kong Inpatient Experience Questionnaire (HKIEQ) was established in 2010; it is an adaptation of the General Inpatient Questionnaire of the Care Quality Commission created by the Picker Institute in United Kingdom. This study used a consensus conference and a cross-sectional validation survey to create and validate a short-form of the Hong Kong Inpatient Experience Questionnaire (SF-HKIEQ). The short-form, the SF-HKIEQ, consisted of 18 items derived from the HKIEQ. The 18 items mainly covered relational aspects of care under four dimensions of the patient’s journey: hospital staff, patient care and treatment, information on leaving the hospital, and overall impression. The SF-HKIEQ had a high degree of face validity, construct validity and internal reliability. The validated SF-HKIEQ reflects the relevant core aspects of inpatients’ experience in a hospital setting. It provides a quick reference tool for quality improvement purposes and a platform that allows both healthcare staff and patients to monitor the quality of hospital care over time.

Lasten potilaskokemukset digitaalisten palveluiden kehittämisen lähtökohtana

“…Potilaiden kokemukset ovat tärkeää tietoa terveyspalveluiden laatua arvioitaessa ja kehitettäessä, sillä potilaskokemus heijastaa hoidon laatua potilaan näkökulmasta [12]. Potilastyytyväisyys ei myöskään yksinään pysty selittämään potilaskokemusta [13], jolloin pelkän potilastyytyväisyyden parantaminen ei aina riitä.…”

Investigation of Drivers and Determinants of Inpatient and Outpatient Satisfaction in Public Ambulatory and Hospital Departments

“…This instrument was designed based on findings and recommendations from previous referent research done in the field [5,19,20] and findings from research done among patients in Republic of Macedonia [21].…”

“…While data on patient satisfaction from developing countries continues to increase, the review of the literature suggests only a scarce amount of data available for developing countries. A number of studies have suggested that the assessment of patient's experiences provides important data in the evaluation of the quality of health care services [5] and has been increasingly used in practice as a measure of both clinical and institutional performance [6]. It is proposed to be independent of clinical outcome when evaluating the quality of clinical services [6,7].…”

Market factors related to hospitals’ patient satisfaction ratings

“…[10,11] One study also suggests that hospital patient satisfaction is impacted specifically by four areas: hospital staff, patient care and treatment, information on leaving the hospital, and overall impression. [12] Finally, it has been shown that hospitals with higher patient satisfaction provide more efficient care and greater quality of care in surgery. [13] Such findings provide motivation to hospital leaders to invest in programs that will improve patient satisfaction to reap the organizational and quality benefits.…”