The Evolution of Patient Satisfaction to Patient Experience

Karam, Christopher

doi:10.1097/hap.0000000000000005

“…The conceptual definitions and differentiation between patient experience and satisfaction are still debated in the existing literature [19,70,71]. However, in the reviewed studies the authors did not differentiate between these concepts.…”

Section: Further Researchmentioning

confidence: 99%

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

Wong

¹

,

Mavondo

²

,

Fisher

³

2020

BMC Health Serv Res

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Background: To review systematically the published literature relating to interventions informed by patient feedback for improvement to quality of care in hospital settings. Methods: A systematic search was performed in the CINAHL, EMBASE, PsyInfo, MEDLINE, Cochrane Libraries, SCOPUS and Web of Science databases for English-language publications from January 2008 till October 2018 using a combination of MeSH-terms and keywords related to patient feedback, quality of health care, patient-centred care, program evaluation and public hospitals. The quality appraisal of the studies was conducted with the MMAT and the review protocol was published on PROSPERO. Narrative synthesis was used for evaluation of the effectiveness of the interventions on patient-centred quality of care. Results: Twenty papers reporting 20 studies met the inclusion criteria, of these, there was one cluster RCT, three before and after studies, four cross-sectional studies and 12 organisational case studies. In the quality appraisal, 11 studies were rated low, five medium and only two of high methodological quality. Two studies could not be appraised because insufficient information was provided. The papers reported on interventions to improve communication with patients, professional practices in continuity of care and care transitions, responsiveness to patients, patient education, the physical hospital environment, use of patient feedback by staff and on quality improvement projects. However, quantitative outcomes were only provided for interventions in the areas of communication, professional practices in continuity of care and care transitions and responsiveness to patients. Multi-component interventions which targeted both individual and organisational levels were more effective than single interventions. Outcome measures reported in the studies were patient experiences across various diverse dimensions including, communication, responsiveness, coordination of and access to care, or patient satisfaction with waiting times, physical environment and staff courtesy.

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“…The conceptual de nitions and differentiation between patient experience and satisfaction are still debated in the existing literature (19,68,69). However, in the reviewed studies the authors did not differentiate between these concepts.…”

Section: Further Researchmentioning

confidence: 99%

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

Wong

¹

,

Mavondo

²

,

Fisher

³

2020

Preprint

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Background: To review systematically the published literature relating to interventions informed by patient feedback for improvement to quality of care in hospital settings. Methods: A systematic search was performed in the CINAHL, EMBASE, PsyInfo, MEDLINE, Cochrane Libraries, SCOPUS and Web of Science databases for English-language publications from January 2008 till October 2018 using a combination of MeSH-terms and keywords related to patient feedback, quality of health care, patient-centred care, program evaluation and public hospitals. The quality appraisal of the studies was conducted with the MMAT and the review protocol was published on PROSPERO. Narrative synthesis was used for evaluation of the effectiveness of the interventions on patient-centred quality of care. Results: Twenty papers reporting 20 studies met the inclusion criteria, of these, there was one cluster RCT, three before and after studies, four cross-sectional studies and 12 organisational case studies. In the quality appraisal, 11 studies were rated low, five medium and only two of high methodological quality. Two studies could not be appraised because insufficient information was provided. The papers reported on interventions to improve communication with patients, professional practices in continuity of care and care transitions, responsiveness to patients, patient education, the physical hospital environment, use of patient feedback by staff and on quality improvement projects. However, quantitative outcomes were only provided for interventions in the areas of communication, professional practices in continuity of care and care transitions and responsiveness to patients. Multi-component interventions which targeted both individual and organisational levels were more effective than single interventions. Outcome measures reported in the studies were patient experiences across various diverse dimensions including, communication, responsiveness, coordination of and access to care, or patient satisfaction with waiting times, physical environment and staff courtesy. Conclusion: Overall, it was found that there is limited evidence on the effectiveness of interventions, because few have been tested in well-designed trials, very few papers described the theoretical basis on which the intervention had been developed. Further research is needed to understand the choice and mechanism of action of the interventions used to improve patient experience.

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“…The patient experience is considered to be the sum of the patient's perspective, satisfaction, engagement, participation and preferences [16]. In severe asthma, as with many chronic diseases, the patient experience may vary from individual to individual.…”

Section: A Hallmark Of Severe Disease: Health-related Quality Of Lifementioning

confidence: 99%

Living well with severe asthma

Stubbs

¹

,

Clark

²

,

McDonald

³

2019

Breathe

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Living well with severe asthma can be challenging. People with severe asthma can be refractory to treatment, can experience poor symptom control and are at a heightened risk of death. Patients experience symptoms of shortness of breath, chest tightness, cough and wheeze. These symptoms influence many aspects of an individual's life, resulting in emotional, financial, functional and medication-related burdens that negatively impact quality of life. Quality of life is known to be influenced by individual levels of satisfaction that stem from real-life treatment experiences. This experience is portrayed through the lens of the patient, which is commonly referred to as the patient perspective.The patient perspective is only one element of the patient experience. It influences health status, which, in severe asthma, is commonly assessed using validated health-related quality of life measures. A positive patient perspective may be achieved with implementation of management strategies tailored to individual needs. Management strategies developed in partnership between the patient, the severe asthma multidisciplinary team and the general practitioner may minimise disease-related impairment, allowing patients to live well with severe asthma.Key pointsDespite advances in treatment over the past decade, the experience of living with severe asthma has not significantly improved, with high levels of burden influencing the patient perspective.The impact of severe disease is not only restricted to asthma symptoms and acute attacks. It causes significant emotional, financial, functional and medication-related burdens, leading to impaired health-related quality of life.Clinical outcomes should not be stand-alone measures in severe asthma. Nonclinical measures should also be considered when evaluating health-related quality of life.Disease burden may be minimised and quality of life improvedviaself-management strategies, including education sessions, written asthma action plans, symptom monitoring, breathing exercises, physical activity and psychotherapeutic interventions.Educational aimsTo demonstrate the importance of the patient perspective in severe asthma.To identify the significant levels of disease burden associated with severe asthma.To discuss quality of life in severe asthma.To outline strategies that increase well-being in severe asthma.

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The Evolution of Patient Satisfaction to Patient Experience

Cited by 5 publications

References 0 publications

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

Patient feedback to improve quality of patient-centred care in public hospitals: a systematic review of the evidence

Living well with severe asthma

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