Patient Experience Journal (PXJ, The Beryl Institute)
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Patient experience of the Electronic Health Record (EHR) in a maternity unit in Ireland
Get PDFThe introduction of the Electronic Health Records (EHRs) for maternity services in Ireland provided an opportunity to examine patient satisfaction and to examine what patients require from an Electronic Health Record. The implementation of the EHR in Ireland started in 2016, and at present, four of the 19 maternity units are digital. Patients at antenatal booking visits in an Irish maternity unit were invited to participate in the project. The invite was taken up by 201 women. The survey took 10-15 minutes to complete. The survey was conducted nine months following the implementation of the MN-CMS. The survey was anonymous and was divided into three distinctive sections; participant information, regarding the staff encounters on their visits and questions about the new system. 70% of participants rated their overall consultation from very good to outstanding. 73% of participants believe the computer system will ensure quality of care. Participants believe their personal information is safe (65%) in the new computer system. Over 75% of participants did not have any concerns regarding the new computer system. Eighty-one percent of participants noted that they would like access online to their charts and 91% of these respondents would like access to the full chart. Patients in this study were very receptive to the introduction of EHR and noted that it would be beneficial for their care. They also noted the impact the EHR could have on clinic time and interactions with staff. However, patients require access to their charts this they believe would provide them with ownership of their health.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this len
Outpatient visit modality and parallel patient satisfaction: A multi-site cohort analysis of telemedicine and in-person visits during the COVID-19 pandemic
Get PDFTelemedicine approaches provide many benefits to patients across both primary and specialty care. Patient acceptance is imperative to successful telemedicine implementation. As telemedicine utilization continues to surge, it is imperative that healthcare organizations have a method for evaluating the patient experience with these types of visits. Previous studies on experience with telemedicine have focused on smaller patient populations with narrow inclusion criteria and limited geographical reach. This research described how patients’ satisfaction with video telemedicine-based visits varied based on patient characteristics and how they compare with in-person visits. We obtained and analyzed results from standardized patient experience surveys to compare telemedicine and in-person clinic visits during the COVID-19 pandemic (between July 1, 2020, and June 30, 2021) across a diverse patient population. During the study timeframe, surveys were sent to 1,521,398 patients with a response rate of 20% (307,185). Our organization’s unique structure, size, and geographic spread allowed for a deeper and more comprehensive examination of telemedicine participants. Though a few trends emerged in the results, there were no significant differences in patient ratings of telemedicine visits and in-person clinic visits during the same period (p=0.672). This study demonstrated that patient satisfaction with telemedicine visits was non-inferior to in-person outpatient visits during the study timeframe.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this len
Patient reported experience in a radiation oncology department
Get PDFUnderstanding patient experience is essential to providing high quality, person-centered care. A real-time baseline cross-sectional study was completed to identify gaps in patient experience that can be targeted for quality improvement (QI). This study is part of PROSE (Person-centered Radiation Oncology Service Enhancement), a QI initiative developed to improve patient experience at a tertiary cancer centre Radiation Oncology (RO) Department. Data was collected using the Your Voice Matters (YVM) questionnaire. The YVM captures information on the patient’s last visit, and questions are organized based on dimensions of person-centered care. Recruitment occurred between May and August 2019 in the radiation department. Consecutive patients during the study period were approached to complete the YVM either in reference to their initial consultation or previous treatment appointment. Percent positive scores were calculated for quantitative data and a content analysis was completed for open-text data. Of 512 patients approached, a total of 400 patients participated across tumors groups. Overall, patients highly endorsed positive experiences with feeling respected by their healthcare provider. Contacting the clinic, emotional support and wait times were rated as the least positive components of experience across appointment types and tumors groups. The Lung tumour group demonstrated worse experiences across all domains during treatments compared to all other tumour groups. Gaps and differences in patient experience were demonstrated across appointment types and tumour groups. This study provides direction to effectively develop and implement QI work aimed at improving patient experience.
Experience Framework
This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this lens
Human experience is not a line item
Get PDFOur humanity is fundamentally defined in context with others, in our relationships that reinforce or bend who we are, in the interactions through which we wither or grow. It is these interactions that rest squarely at the heart of the healthcare experience. For over a decade, we have defined experience in The Beryl Institute community as the sum of all interactions, shaped by an organization’s culture that influence patient perceptions across the continuum of care. The power of the simple, yet significant nature of these words reinforces the idea that experience happens primarily at the touch point between people. These experiences, ultimately, are framed by the kinds of organizations we build, cultures we foster, behaviors and choices we encourage and expect. The humanity we build into our healthcare system is the basis for every experience one has. The conduit for these experiences is the healthcare workforce itself. The context for experience happens in the communities that healthcare serves. These ideas are not simply an idealized state but also have tangible and measurable impacts on healthcare itself. This special issue helps us to see some of the implications and actions of the healthcare workforce experience on our capacity to deliver the best in care overall. Experience is not a line item - for an investment in experience efforts creates a culture shift that has direct bearing on the quality outcomes realized, the patient and family loyalty sought, the community reputation desired and the vibrant workforce that healthcare leaders strive to ensure every day.
Experience Framework
This article is associated with the Culture & Leadership lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this len
Leveraging the power of peer support: The story and impact of Team Lavender
Get PDFAs the world continues to take inventory of the wake left by the COVID-19 pandemic, healthcare organizations and leaders remain steadfast on recovery. At Northwell Health, the largest health system in New York State, employee emotional wellness remains a constant priority. Team Lavender (TL) is an interdisciplinary group of professionals dedicated to supporting colleagues during times of stress and/or hardship. Emergent and proactive TL peer support responses/activations provide a moment of pause, reflection, teamwork, and peer support. Particularly during COVID-19 pandemic and subsequent variant surges, this innovative budget-neutral approach was recognized and leveraged to promote resiliency, humanism and holistic well-being.
Experience Framework
This article is associated with the Staff & Provider Engagement lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this lens
Technology about me without me: An examination of the relationship between patient-facing technology and patient experience
Get PDFTo appreciate the role of electronic health records (EHRs) in achieving the goals of patient-centered care, scholars have focused primarily on the influence of EHR capabilities on clinical providers’ behaviors. The objective of this study is to examine the degree to which patient-facing technology (P-Tech) in U.S. hospital EHRs are associated with patient evaluations of their care experience. A cross-sectional OLS regression is executed to examine the relationship between P-Tech and patient experience on a sample of U.S. hospitals (n=1,168) compiled via data from CMS, the American Hospital Association’s (AHA) Annual Survey (2014), and the AHA Health Information Technology supplement (2014). Findings confirm a positive relationship between P-Tech and overall ratings of patient experience. In addition, the results find that P-Tech capabilities correspond to various communication pathways (Exchanging Information, Self-Management, and Administrative Actions) outlined by Street et al.1 The findings show an association between hospitals offering patient-facing EHR technologies that enable exchange of information and better patient evaluations of their care experience. As care delivery continues to explore the advancement of telehealth and telecare services, highlighting patient perspectives and appreciating that patients perceive face-to-face interactions as a complement to digital interactions will be key to the digital transformation of healthcare.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this len
MyStay – Development of nurse-facilitated condition-specific multimedia resources to facilitate patient participation in postoperative care
Get PDFImproved postoperative outcomes and the global drive toward the provision of patient-centred care underpins efforts to enhance the nature and capacity of patient participation in acute postoperative hospital care. In this paper, we describe the design, framework and processes used to develop a modular, procedure-specific, digital health intervention platform aimed at improving the patient experience and patient participation in care following surgery. The intervention, a multimedia application MyStay, uses bedside delivery of audio-visual and text-based information to engage postoperative patients to better participate in their care. MyStay modules are developed using an iterative, multi-method approach intended to balance procedure-specific best evidence, current clinical practice, and patient preferences. Development involves six key elements: (1) Empathise with target users, (2) Ground in evidence and behavioural theory, (3) Specify target behaviours, (4) Integration of health service standards and clinical care pathways/guidelines, (5) Build and refine the multimedia product and, (6) Pilot implementation to assess potential effectiveness and usability. To-date, we have developed four procedure-specific MyStay modules and an additional three are under development. Initial patient usage data for the Total Knee Replacement (TKR) and cardiac surgery applications indicated that users accessed a wide range of text-based and audio-visual information, most frequently recovery goals and exercises following TKR, and postoperative recovery information for the intensive care unit following cardiac surgery. As previous research that tested MyStay indicated its efficacy in optimising clinical postoperative outcomes, this framework may be useful in the development of other digital health innovations. Further research is required to assess patient and clinician engagement and determine whether MyStay is associated with improved patient outcomes across varied clinical contexts.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this len
Assessment of the COVID-19 pandemic and its impact on a children\u27s hospital: The point of view of patients and families
Get PDFThe coronavirus pandemic has affected our health, social behavior, and quality of life. In addition to the deaths and morbidity, the crisis also affects all spheres in society. The objective of this study was to assess the perception of hospital patients and families regarding the pandemic. This is a descriptive study conducted May-July 2020 in the Sant Joan de Déu children’s hospital, Barcelona, Spain. We developed a mix-method approach. It included online semi-structured interviews and photo voice. Seventeen patients’ representatives were interviewed. In their opinion, the pandemic has affected the health of patients and families at the physical and psychological areas. The pandemic also made them to adapt to the new technologies. Participants expressed the impact the pandemic had at the social level and in the sustainability of patients’ associations. Members of the Infant and Youth Councils expressed their feelings about the pandemic through pictures. It is necessary to carry out social research that helps to interpret the impact that the pandemic is having on patients, families and society.
Experience Framework
This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this lens
The quantitative assessment of patient satisfaction in the COVID-19 epidemic compared to the epidemic-free period
Get PDFSurveying patient satisfaction is considered an important part of any systematic program of quality assurance. Quality of healthcare service and patient satisfaction has been affected by the current COVID-19 epidemic. The purpose of the study was to determine how COVID-19 epidemic has affected patients in Slovenia as it is evident via permanently available questionnaire and from studying this data source to improve our response to future crises and to improve the resilience of healthcare systems. A secondary analysis of 12,756 completed questionnaires was performed via freely available patient satisfaction questionnaire in the period from October 2019 to June 2021. The number of completed questionnaires was significantly higher in the period before the COVID-19 outbreak than in the subsequent periods. Comparing COVID-19 period and epidemic-free period statistically significant differences in satisfaction assessment occurred in four variables. More patients recognized opportunities for improvement in the COVID-19 epidemic than in the epidemic-free period. This study can be upgraded with qualitative studies and implementation of systemic measures
Positively waiting: Technology as the preferred distractor in a pediatric outpatient setting
Get PDFVisiting any pediatric outpatient clinic as a child may be considered a stressful and anxiety-inducing experience. The literature suggests that positive distractions, such as pet therapy and single-user electronic devices, may aid in reducing anxiety and maximizing patient satisfaction throughout the patient’s experience at a pediatric outpatient clinic. The aim of this pilot quality improvement project was to determine which positive distractions patients experienced and whether single-user electronic loaner devices should be provided to patients at pediatric outpatient facilities. A quantitative causal comparative approach was utilized in identifying patient exposure to key positive distraction techniques that may significantly decrease anxiety. The independent variable was the patient gender as reported by the caretaker. The term “caretaker” refers to the adult parent, guardian, relative, or friend accompanying the patient. The dependent variables were caretakers’ responses to interview questions regarding exposure to and interest in various positive distractors. Most patients reported more interactions with therapy dogs than either clowns or musicians, with none reporting magician interaction while waiting for their appointments. Many patients (71%) demonstrated interest in having access to single-user electronics during clinic appointment wait times. Male patients showed great interest (87%) in having access to single-user electronics. Findings suggest that pediatric healthcare facilities funding single-user electronics to reduce patient anxiety may increase patient satisfaction. Additionally, data suggest administrators may benefit by offering an array of positive distractions, with a particular focus on pet therapy programs. Child life specialists are particularly suited for overseeing the implementation of an efficient and effective program.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (https://www.theberylinstitute.org/ExperienceFramework). Access other PXJ articles related to this lens. Access other resources related to this len