The patchwork perspective: A new view for patient experience

Abstract

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

What constitutes the patient experience of children? Findings from the photo elicitation and the video diary study

“…4,5 Moreover, it has been recognized that parts of experience that traditionally are not seen as related to health care have actually become interwoven as a patchwork to form something much greater. 6 Second, in pediatrics, the constraints of the hospital context are substantially increased. According to Bishop,7 barriers to children's participation are formed because hospitals are constrained by several factors, such as organizational culture, skepticism toward qualitative research, access restrictions and ethical approvals.…”

Patient Experience from an eHealth Perspective: A Scoping Review of Approaches and Recent Trends

“…Regarding the research methods applied while studying PX in relation to eHealth services, PX has been reviewed especially from a patient satisfaction perspective, e.g., [23,26,53]. This viewpoint can be seen as slightly narrow when considering PX as a complex and broad concept, as suggested by Wolf et al [2,3]. This viewpoint could be broadened by exploring the relationships between PX and related concepts at a conceptual level, or by researching how different service design methods and visualizations (e.g., journey maps and stakeholder maps) could add value to PX research [44].…”

“…The articles published in the informatics journals (IJMI, ACI, CIN, and OJNI) did not include any definitions or references to definitions by others, and the descriptions given of PX were vague. The articles published in the Patient Experience Journal did not include definitions or references, even though the article "Defining Patient Experience" was published in the forum in 2014 [2] and was followed by other closely related articles elaborating on the concept of PX, e.g., [1,3]. Instead of defining PX, most of the articles describe the objectives of the study with reference to PX, how the research was conducted, and how the results relate to or impact PX.…”

“…It would be important to study the topic further so that it would be possible to describe the framework and different components and aspects of PX, what is included, and what is not. For example, research by Wolf et al [2][3][4] provides a good starting point that combines the understanding of the topic as it has evolved over several years. Furthermore, a future study in a collaborative setting could define what PX is and how it is defined (similarly to the work that aimed to define UX [63]).…”

“…Nevertheless, the findings indicate several central themes critical to PX: it is more than satisfaction alone, it reflects events happening across the continuum of care, and the focus is on expectations, individualized care, and alignment with patient-centered care principles [2]. The updates of the review have been published in 2017 [3] and 2021 [4]. These articles discuss the definition of PX generally, but they do not include an eHealth perspective.…”