Patient Experience Journal (PXJ, The Beryl Institute)
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A Commitment to Experience Must Reach Across the Continuum of Care
Get PDFA conversation on patient experience is not restricted to one care setting, nor should it be. People\u27s healthcare journeys are not singular instances, but most often a series of encounters that while perhaps separate operationally from the delivery side of care, all weave together to frame one experience for a patient, their family members and care partners. This special issue purposefully takes us outside the traditional conversation space for experience, looking at segments of the care continuum including primary care, ambulatory care, free clinics and even dental care and the use of non-traditional care methods such as telehealth and app-based technologies to reinforce positive experiences. While this issue explore experience in the non-acute setting, we also offer a call to action on how we continue to ensure the best in experience for all across the continuum of care. In the end, we all know a commitment to experience in healthcare is not isolated to one idea, one organization, or one segment of healthcare. It is an accountability we all share, an opportunity we all must take, and ultimately a promise we all must make to one another and all we serve in healthcare
Patients\u27 Perceptions: A Group Differences Study Twelve Months Before and Twelve Months During a Worldwide Pandemic
Get PDFObjective: The COVID-19 pandemic subjected healthcare systems\u27 to decreasing operational margins, enhanced regulatory scrutiny, and challenges related to patients\u27 expectations. Until now, there was a lack of empirical evidence studying patients\u27 perceptions prior to versus deep immersion into the pandemic. Methods: This quantitative non-experimental ex post facto causal-comparative study examined if and to what extent there were significant differences in patients\u27 perceptions of the nurses\u27 communications, doctors\u27 communications, overall hospital rating, and willingness to recommend before versus during the COVID-19 pandemic for HCAHPS participating hospitals in California. The final sample size was 292 facilities grouped by two identically matched hospital entity composition for this within-subject group differences analysis. Results: The Wilcoxon Signed-Rank Test revealed statistically significant differences existed between the pre-COVID-19 group and the deeply immersed group on all four research questions: RQ1 Z = 8.66, p \u3c .001; RQ2 Z = 10.089, p \u3c .001; RQ3 Z = 8.44, p \u3c .001; RQ4 Z = 8.81, p \u3c .001. Rejection of the null hypothesis was warranted for all RQs. Conclusions: The importance of this research was applicable to the future of patient safety and quality of care for stakeholders at all levels, patients, family members, healthcare providers, administrators, payer organizations, and regulatory bodies. Whether a payer or health care entity, professionals who utilize HCAHPS results can benefit from this study. It may be time to invest in a recalibration of the HCAHPS associated financial incentives and penalties
Factors Influencing Patient Satisfaction with Zambia\u27s National Health Insurance Scheme: A Systematic Literature Review using Empirical Evidence from Nigeria and Ghana
Get PDFUniversal Health Coverage (UHC) has become important for African nations as they strive to provide equitable healthcare access to all citizens. Implementing a successful National Health Insurance Scheme (NHIS) is crucial to achieving this goal. In pursuit of achieving UHC, Zambia launched the NHIS in 2019 with the ambitious goal of reaching 100% coverage by 2021. Some of those enrolled had reported varying levels of satisfaction with the NHIS services. Understanding patient satisfaction with NHIS-provided services is therefore essential for improving its implementation and enhancing NHIS patient satisfaction. Following PRISMA guidelines, a systematic review of empirical studies from Nigeria and Ghana NHIS on patient satisfaction with NHIS-provided services was conducted to understand its factors. Searches on PubMed and Google Scholar identified 108 papers, of which 20 English peer-reviewed articles published between 2011 and 2023 from Nigeria and Ghana were selected for analysis providing insights into factors influencing NHIS patient satisfaction. These factors were analysed, categorised, and consolidated into shared patterns. Income, age, and education were common factors identified at the socio-demographic level. At the health facility level, waiting times, quality of care, staff attitude, dispensary (drugs), diagnostic services, and out-of-pocket were predominant factors identified. At an individual level, NHIS knowledge was a common factor. Finally, at the health insurance provider level, communication and feedback were a predominant factor. Strategies to increase NHIS patient satisfaction include tailoring NHIS programs to social demographics, reducing wait times, increasing drug supply, improving diagnostics services, providing healthcare staff training, educating patients, enhancing communication and feedback, and promoting NHIS literacy
Looking Back to Move Forward: The Next Decade and Beyond for Human Experience
Get PDFThis issue comes out at an important moment for the experience conversation. It was ten years ago from the publication date of this issue on April 30, 2014, that the first issue of Patient Experience Journal (PXJ) was released. PXJ was intended to be a gathering place. A virtual town square for the experience movement where people could and would come together to share ideas and proven practice. This value of collaboration is at the foundation of our very efforts as a global community through The Beryl Institute. Experience is not some secret competitive ingredient in the world of healthcare. It is a promise we make to one another – to what matters to patients, to the needs of the healthcare workforce, to the realities faced by the communities that healthcare serves. What sparked us to start this effort over a decade ago is what continues to inspire us on the journey of where we go from here
The Legitimacy of the Patient Story: The Unofficial Autoethnography
Get PDFWhile communication is the foundation of patient experience, survey data and comments are the primary source of results. The focus on data, though meaningful, reduces humans to text on reports. With a focus of autoethnography in both her baccalaureate and post-graduate studies, the author, (a fulltime patient experience professional) shares her professional focus on the value of the data and comments, esteeming it all as valuable research given by the only people who can report patient experience – patients. She compares her stance regarding patient experience before and after receiving a diagnosis of breast cancer. The author shares how the experience as a patient with a life-threatening illness impacted her professional beliefs, including demonstrating purposeful, personal concern for patients, valuing patient experience data and comments, and encouraging others to do the same
The Use of Patient Stories as a Knowledge Translation Strategy to Facilitate the Sustainability of Evidence-Based Interventions (EBIs) in Healthcare
Get PDFBackground: Patient stories are real-life experiences told from a patient’s or their family’s perspective. In the past, patient stories have served many purposes in healthcare, such as spreading knowledge, educating providers, or conveying the patient experience. Patient stories are increasingly used as a knowledge translation (KT) strategy to improve the uptake of evidence-based interventions (EBIs) into clinical healthcare practices by embodying the patient experience. However, little is known about the use of patient stories to support the sustainability of EBIs in healthcare practices. There is a need to understand how patient stories can be used for the long-term use and benefit of EBIs in practice. Objective: Our research explored how patient stories facilitate the sustainability of EBIs in healthcare. Methods: We conducted a secondary thematic analysis of 20 qualitative interviews from a realist evaluation previously published by Flynn et al. Results: We found that the use of patient stories as a KT strategy for the sustainability of two EBIs created buy-in towards new research, motivated and encouraged staff to continue to engage with the intervention long-term and facilitated the spread of the EBI. Our findings demonstrate how sharing patient stories digitally or through learning collaboratives and online toolkits, can facilitate sustainability by enabling patient stories to be saved and distributed to a wide audience at any time. Despite the potential use of patient stories to support long-term research use, more research is needed to understand how effective patient stories are at supporting the long-term use of research evidence aimed to improve healthcare practice
Lived Experiences of Cancer Patients Who Chose to Stop Receiving Treatment
Get PDFThe study aimed to understand the lived experience of cancer patients who abandon treatment. Four semi-structured interviews were conducted, and the data was examined using interpretative phenomenological analysis. It resulted in four superordinate themes: (i) ‘Lack of knowledge about cancer’ dealt with patients’ knowledge and perceptions about their cancer. (ii) ‘Hopelessness with oneself and God.’ (iii) ‘Distress caused by numerous cancer-related issues’ captured the challenges faced by cancer patients. The last superordinate theme, (iv) Patient dissatisfaction with physicians and treatment’ dealt with cancer patients’ interaction with and expectations from their oncologists and the medical staff. It was found that these factors played a crucial role in treatment abandonment. The decision to discontinue treatment can be attributed to patient dissatisfaction with the physician and treatment. This dissatisfaction was caused by misinformation about the disease, treatment, and distress. Since the patients were familiar with each other as they went for chemotherapy in the same hospital, the decision to abandon the treatment of one participant may have influenced the other participant. For policymakers, it is critical to understand that a ‘dissatisfied patient’ may abandon treatment at any time during their cancer trajectory, consequently affecting the mortality, morbidity, and economic burden of the country
Association Between Clinicians’ Average Patient Length of Stay and Patient Experience Scores
Get PDFObjective: Given the current emphasis on patient-centered care, emergency physicians are seeking ways to improve patients’ experience in the emergency department (ED). Length of stay (LOS) in the ED has previously been associated with patient experience ratings, however there is limited literature on this relationship at the clinician level. The objective of this study was evaluate the association between ED clinicians’ mean LOS and their individual patient experience scores. Methods: This was a cross-sectional observational study of 240 ED clinicians’ average LOS and patient experience scores which took place across a regional healthcare system in the United States from July 1, 2020 through June 30, 2022. We performed both a univariate and a multivariate regression to assess for a correlation between our primary patient experience measure, Net Promoter Score (NPS), and mean LOS at the clinician level. In the multivariate regression, we controlled for triage acuity level, hospital site, clinician type (physician or physician assistant/nurse practitioner), and computed tomography (CT) usage. Results: We found a significant negative association between clinicians’ average LOS and NPS scores, such that every minute increase in LOS was associated with a decrease in NPS of 0.07 (p = 0.001). This association was unchanged in the multivariate model. Conclusions: In this cohort of 240 clinicians, longer average patient LOS was associated with lower patient experience scores. Further study is warranted to determine safe, effective, and patient important ways to improve ED throughput and decrease patient LOS
The Perceived Usefulness of Patient Narrative Feedback in Primary Care Settings
Get PDFResearch suggests that insights from patient narratives – stories about care experiences in patients\u27 own words – contain information that can be used to improve care. However, assessments of narratives reported by clinical personnel have been mixed. This is the first study, to our knowledge, to systematically measure how useful personnel in primary care perceive patient narratives to be. We surveyed 276 clinical and administrative personnel in nine primary care clinics in a large health system in the United States. We found that perceived usefulness of patient narratives is generally high, but varies by individual characteristics such as level of burnout and professional role and with organizational characteristics such as clinic\u27s learning orientation and history of using patient feedback to improve quality. These findings imply that narratives can be useful for improving primary care and that their perceived usefulness is greater when organizational practices facilitate learning from patients\u27 narrative feedback
Evaluation of Online Patient Complaints Regarding City Hospitals in Türkiye During the COVID-19 Pandemic: A Content Analysis Study
No full textThe COVID-19 pandemic put tremendous pressure on healthcare systems worldwide, which led to heightened scrutiny of the medical services offered by hospitals. This article aims to evaluate complaints about city hospitals in Türkiye during the COVID-19 pandemic using the Healthcare Complaints Analysis Tool, which includes three main domains and seven problem categories. The complaints submitted by users on the site via “sikayetvar.com” were systematically collected. Document analysis was used as the data collection method, and 925 complaints were included in the analysis. The most common motive for complaining was “just to express” and problems occurred at the stage of admission, examination, and diagnosis, care on the ward. In this study, 1135 problems were reported, and resulting in a mean of 1.23 problems per complaint. The complaint domains were management (45%), relationship issues (31%), and clinical issues (24%). Within the clinical complaints domain, the most prevalent issues pertained to quality, with examination and monitoring emerging as the foremost concerns in the subcategory level. Considering complaints within the management domain, the category of institutional processes was most frequently mapped to the subcategory delay in access. Finally, complaints related to the relationships domain are mostly related to the categories of respect and patient rights and the subcategories of disrespect. Emphasizing patient feedback and complaint management, this study provides valuable insights for healthcare professionals and governments to enhance healthcare delivery during crises such as the COVID-19 pandemic