Reexamining “Defining Patient Experience”: The human experience in healthcare

Wolf, Jason; Niederhauser, Victoria; Marshburn, Dianne; LaVela, Sherri L.

doi:10.35680/2372-0247.1594

Cited by 103 publications

(145 citation statements)

References 5 publications

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“…Patients' and their families' needs, values, and inputs influence care decisions [1]. Patients are researching treatments on the internet and engaging as advocates and even as partners with physicians both on the internet and in person [1][2][3][4][5]. A crucial aspect of patient experience is the patient-clinician engagement or using a relationship-centered care approach.…”

Section: Introductionmentioning

confidence: 99%

“…A crucial aspect of patient experience is the patient-clinician engagement or using a relationship-centered care approach. This approach prioritizes how the communication and emotions shared between patients and clinicians gradually affect patients' experiences as a whole person [5,6]. Furthermore, whether physicians empathize with their patients strongly shapes the patient-physician relationship and patient satisfaction [7].…”

Section: Introductionmentioning

confidence: 99%

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Patient Experience in Virtual Visits Hinges on Technology and the Patient-Clinician Relationship: A Large Survey Study With Open-ended Questions

Rose¹,

Hurwitz²,

Mercer³

et al. 2021

J Med Internet Res

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Background Patient satisfaction with in-person medical visits includes patient-clinician engagement. However, communication, empathy, and other relationship-centered care measures in virtual visits have not been adequately investigated. Objective This study aims to comprehensively consider patient experience, including relationship-centered care measures, to assess patient satisfaction during virtual visits. Methods We conducted a large survey study with open-ended questions to comprehensively assess patients’ experiences with virtual visits in a diverse patient population. Adults with a virtual visit between June 21, 2017, and July 12, 2017, were invited to complete a survey of 21 Likert-scale items and textboxes for comments following their visit. Factor analysis of the survey items revealed three factors: experience with technology, patient-clinician engagement, and overall satisfaction. Multivariable logistic regression was used to test the associations among the three factors and patient demographics, clinician type, and prior relationship with the clinician. Using qualitative framework analysis, we identified recurrent themes in survey comments, quantitatively coded comments, and computed descriptive statistics of the coded comments. Results A total of 65.7% (426/648) of the patients completed the survey; 64.1% (273/426) of the respondents were women, and the average age was 46 (range 18-86) years. The sample was geographically diverse: 70.2% (299/426) from Ohio, 6.8% (29/426) from Florida, 4.2% (18/426) from Pennsylvania, and 18.7% (80/426) from other states. With regard to insurance coverage, 57.5% (245/426) were undetermined, 23.7% (101/426) had the hospital’s employee health insurance, and 18.7% (80/426) had other private insurance. Types of virtual visits and clinicians varied. Overall, 58.4% (249/426) of patients had an on-demand visit, whereas 41.5% (177/426) had a scheduled visit. A total of 41.8% (178/426) of patients had a virtual visit with a family physician, 20.9% (89/426) with an advanced practice provider, and the rest had a visit with a specialist. Most patients (393/423, 92.9%) agreed that their virtual visit clinician was interested in them as a person, and their virtual visit made it easy to get the care they needed (383/421, 90.9%). A total of 81.9% (344/420) of respondents agreed or strongly agreed that their virtual visit was as good as an in-person visit by a clinician. Having a prior relationship with their virtual visit clinician was associated with less comfort and ease with virtual technology among patients (odds ratio 0.58, 95% CI 0.35-0.98). In terms of technology, patients found the interface easy to use (392/423, 92.7%) and felt comfortable using it (401/423, 94.8%). Technical difficulties were associated with lower odds of overall satisfaction (odds ratio 0.46, 95% CI 0.28-0.76). Conclusions Patient-clinician engagement in virtual visits was comparable with in-person visits. This study supports the value and acceptance of virtual visits. Evaluations of virtual visits should include assessments of technology and patient-clinician engagement, as both are likely to influence patient satisfaction.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Patient Experience in Virtual Visits Hinges on Technology and the Patient-Clinician Relationship: A Large Survey Study With Open-ended Questions

Rose¹,

Hurwitz²,

Mercer³

et al. 2021

J Med Internet Res

View full text Add to dashboard Cite

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“…The article, cited earlier, “Rebuilding a Foundation of Trust: A Call to Action in Creating a Safe Environment for Everyone,” represents the culmination of this work. 5 …”

Section: Council Activitiesmentioning

confidence: 99%

Nurse Executives Impacting the Human Experience in Health Care

Mansfield¹,

Jacobs²,

Drenkard³

et al. 2022

Nurse Leader

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“…There are many definitions of ‘patient experience’ but four key concepts are viewed as central [ 1 , 2 ]: (a) the sum of all interactions (b) shaped by an organisation’s culture (c) which influences patient perceptions (d) across the continuum of care. Anhang Price et al [ 3 ] used the term ‘patient experience’ to refer to any process observable by patients, including subjective experiences (e.g.…”

Section: Introductionmentioning

confidence: 99%

Patient and health practitioner views and experiences of a cancer trial before and during COVID-19: qualitative study

Sherratt

Fisher

Mathieson

et al. 2022

Trials

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Background Understanding patient and health practitioner perspectives on clinical trials can inform opportunities to enhance trial conduct and design, and therefore patient experience. Patients with haematological cancers have faced additional risk and uncertainty during the pandemic but it is unclear how they and practitioners have experienced cancer trials during this period. In the context of a haemato-oncology trial (PETReA), we compared patient and practitioner views and experiences of PETReA before and during COVID-19. Methods Qualitative study embedded within PETReA. Semi-structured interviews (N=41) with patients and practitioners from 16 NHS sites before (n=17) and during the first wave of COVID-19 (n=24). Analysis drew on the framework approach. Results Practitioners acknowledged the need for the trial to continue during the pandemic but their treatment preferences altered, becoming more pronounced for patients who had a favourable response to induction treatment, while staying unchanged for patients with a less favourable response. Practitioners commented that COVID-19 meant the evidence base for the trial arms was lacking or mixed, but that it likely increased the risks of maintenance treatment for patients with a favourable response to induction treatment. While only one participant interviewed withdrew from PETReA during the pandemic, others said they would consider withdrawing if information that they were at increased risk of severe illness from COVID-19 became available. During COVID-19, patients described less frequent contact with the trial team, which left some feeling less clear about their trial pathway. However, several described having in-depth, collaborative discussions with practitioners about the risks and benefits of randomisation in the context of COVID-19. Patients valued these discussions and were reassured by the emphasis practitioners placed on patients being free to withdraw if circumstances changed, and this helped patients feel comfortable about continuing in PETReA. Conclusions The findings point to ways trial communication can support patients to feel comfortable about continuing in a trial during uncertain times, including adopting a more in-depth, collaborative exploration of the risks and benefits of trial arms with patients and emphasising voluntariness. The results are relevant to trialists recruiting patients who are clinically extremely vulnerable or are at increased risk of poor COVID-19 outcomes despite being vaccinated.

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Reexamining “Defining Patient Experience”: The human experience in healthcare

Cited by 103 publications

References 5 publications

Patient Experience in Virtual Visits Hinges on Technology and the Patient-Clinician Relationship: A Large Survey Study With Open-ended Questions

Patient Experience in Virtual Visits Hinges on Technology and the Patient-Clinician Relationship: A Large Survey Study With Open-ended Questions

Nurse Executives Impacting the Human Experience in Health Care

Patient and health practitioner views and experiences of a cancer trial before and during COVID-19: qualitative study

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