Rebalancing the patient experience: 20 years of a pendulum swing

Christensen, Tiffany

doi:10.35680/2372-0247.1257

Cited by 2 publications

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“…This case for a patchwork perspective and the value of an integrated view of experience is no better exemplified than on the pages of our latest issue of Patient Experience Journal (PXJ ) shares an insightful reflection on where patient experience has been and the opportunities it has in moving forward. 9 We continue the commitment to sharing stories from the voices of those impacted by healthcare with two thoughtful and revealing narratives. Janell Ross 10 shares a compelling personal evolution from bedside family champion to patient experience leader and Royal and Kedrowicz 11 help to reinforce some of the fundamentals of communication overlooked in the dynamic and chaotic environment of healthcare today.…”

Section: A Look At Volume 4 Issuementioning

confidence: 99%

The patchwork perspective: A new view for patient experience

Wolf¹

2017

Patient Experience Journal

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As Patient Experience Journal has continued to contribute to the expanding patient experience conversation, we too recognize this has been a significant year of progress for the patient experience movement. This progress has emerged in a number of ways in research, practice and programs that reveal a comprehensive and integrated approach is now more than ever a central consideration in a commitment to experience. This idea of interwoven efforts, begins to frame an image -a patchwork of clear, critical and comprehensive pieces that while operating distinctly each have value, yet when bringing them together have an exponential opportunity to impact healthcare. The case here in raising the imagery of a patchwork is to acknowledge both the chaos and beauty of healthcare, recognize the individuality of various efforts and their power in coming together and to make the case that under this umbrella of experience we can create powerful alignment and purposeful grounding for focused action in moving forward. The idea that experience is the soft stuff of healthcare must come to an end for as intricate and challenging as the science of healthcare is, there may be no more complex opportunity than that of tackling the human experience in healthcare overall. KeywordsPatient experience, patient experience structure, state of patient experience, healthcare policy, human experience, To Err is Human

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Section: A Look At Volume 4 Issuementioning

confidence: 99%

The patchwork perspective: A new view for patient experience

Wolf¹

2017

Patient Experience Journal

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Section: Introductionmentioning

confidence: 99%

“…Patient experience (PE) has been recognised as a major lever to improve healthcare systems. 1 However, there are a few studies that consider PE and the experience of the persons who work with patients every day, 2 although it has been shown that the five most important components of PE are the interactions with staff 3 and that both patient and staff experiences are related. 4 Although there is an internationally recognised definition of PE, 1 this is not the case for staff experience in healthcare studies; it is, however, defined by the UK National Health Service as 'attitudinal or psychological factors that determine how an individual employee feels about their job, their colleagues and their organisation', 4 that is characterised by staff engagement, motivation, satisfaction, morale, work pressure, stress and intention to leave, and management behaviour and practices at work.…”

Section: Introductionmentioning

confidence: 99%

Studying both patient and staff experience to investigate their perceptions and to target key interactions to improve: a scoping review

et al. 2022

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ObjectiveThe improvement of patient experience (PE) is related to the experience of staff caring for them. Yet there is little evidence as to which interactions matter the most for both patients and staff, or how they are perceived by them. We aimed to summarise the interactions and the perceptions between patients and staff from studies by using both patient and staff experience data in healthcare institutions.DesignScoping review.MethodsWe conducted a scoping review, including studies dealing with PE and staff experience. Two authors independently reviewed each title/abstract and the selected full-text articles. A list of variables (objective, study design, data sources, tools used, results, interactions, perceptions and actions) was charted and summarised using a narrative approach including both qualitative and quantitative data. Studies were grouped according to their objective and the key interactions summarised according to this stratification. The perceptions of patients and staff were identified in the results of selected studies and were classified into four categories: commonalities and disagreements of perceptions, patients’ perceptions not perceived by professionals and professional’s perceptions not perceived by patients.ResultsA total of 42 studies were included. The stratification of studies by type of objective resulted in six groups that allowed to classify the key interactions (n=154) identified in the results of the selected studies. A total of 128 perceptions related to interaction between patient and staff were reported with the following distribution: commonalities (n=35), disagreements (n=18), patients’ perceptions not perceived by professionals (n=47) and professional’s perceptions not perceived by patients (n=28). We separated positive and negative perceptions, which resulted in seven scenarios, each with actions that can be carried out for one or both populations to overcome barriers.ConclusionThe study of both patient and staff experience allowed the identification of actions that can be taken to change the perceptions of patients and staff.

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Rebalancing the patient experience: 20 years of a pendulum swing

Cited by 2 publications

References 0 publications

The patchwork perspective: A new view for patient experience

The patchwork perspective: A new view for patient experience

Studying both patient and staff experience to investigate their perceptions and to target key interactions to improve: a scoping review

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