Patient Experience Journal (PXJ, The Beryl Institute)
Not a member yet
638 research outputs found
Sort by
Enhancing patient involvement in quality improvement: How complaint managers see their roles and limitations
Get PDFPatient involvement is a priority for healthcare organizations seeking to improve the quality of care and services. The contribution that complaint handling can make towards quality improvement has remained underexplored, while healthcare organizations are implementing strategies to effectively involve patients in quality improvement. We conducted a qualitative study to understand how complaint managers see their roles and limitations in enhancing patient involvement in quality improvement. A convenience sample of eleven complaint managers was selected from nine Canadian healthcare organizations with various annual volumes of complaints and situated in different settings (urban, rural, and semi-urban). The data were analyzed using a hybrid deductive-inductive approach with QDA Miner. The complaint managers saw themselves as having multiple roles that enhanced patient involvement in quality improvement: ensuring mediations with patients and clinical teams, monitoring improvements following a complaint, and informing the quality improvement and operations teams about the patients’ experiences. The complaint managers also reported limitations in their roles, such as the need to respect confidentiality that excluded patients from decisions about improvements and their hierarchical independence in the organization that kept them away from continuous quality improvement activities. Interestingly, the participants reported using new, promising practices that helped integrate, both retrospectively and proactively, the patients’ perspectives on quality improvement. Complaint handling can be effective, though it is a seldom-used gateway for integrating the patient’s voice in quality improvement. Several challenges need to be addressed to make complaint handling a more substantial element in the strategies for involving patients in healthcare organizations.
Experience Framework
This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens
Patient Experience Journal Awards: Celebrating our 2019 Recipients
Get PDFIn association with The Beryl Institute, Patient Experience Journal introduced the inaugural Patient Experience Journal (PXJ) Awards. The annual awards celebrate important contributions to the literature and articles of impact in research and practice. They also introduce groundbreaking authors who are working to expand evidence and insights on patient experience and the human experience in healthcare. The winners are selected from the articles published in PXJ and chosen by the Editorial Board of the journal. The award categories are shared and recipients introduced
Is this really happening? Family-centered care during COVID-19: People before policy
Get PDFIn the middle of a global pandemic, hospitals created policies for visitor restrictions to reduce the transmission of coronavirus to protect patients and staff and developed protocols allowing only one support person to call the critical care unit for patient updates. Late on a Tuesday afternoon, the Manager of Patient Experience received a phone call asking her to call Karri, the wife of one of our patients who was on a ventilator. Karri was struggling with updating her mother-in-law because she was very upset with the news she received, making it difficult to call her husband’s mom. Karri asked the nurse on the phone if her mother-in-law could call in to get updates and was bluntly advised, “No we only allow one family member to call in to get updates.” Although Karri understood the protocol, she wished it had been a different response. This narrative describes the feelings and emotions experienced by Karri, along with what the Middlesex Health did to put people before policy to reduce the suffering for Karri and provide family-centered care.
Experience Framework
This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens
Chronic pain, vulnerability and human spirit while living under the umbrella of COVID-19
Get PDFThe purpose of writing this article is to describe what added challenges people like us who are living with chronic pain are experiencing during the COVID-19 pandemic. We explore what this challenging time means to us and how it affects our lives, along with providing insight into our experiences. This is not a research study, but instead an article that shares perspectives from people with lived experience of chronic pain. Our narratives are presented to create an awareness of the plight for people already living with challenging health conditions and how the COVID-19 pandemic has added additional layers of vulnerability. While these stories offer brief accounts of some of the challenges we face, they also provide glimmers of hope that others with similar challenges can look to for inspiration. We also hope that our stories and reflections provide discussion points and perhaps even case studies for clinicians and policymakers who are working to strengthen clinical care and health systems for people with chronic conditions during pandemics such as COVID-19. Sharing our lived experiences with chronic pain during this global crisis may also spark critical conversations among all chronic pain stakeholders to ensure that we could continue to provide excellent care, strong self-management support and optimal health policy-making as this pandemic continues to unfold and for consideration for future health emergencies.
Experience Framework
This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens
Out of sight, but not out of mind: Keeping connections alive during COVID-19
Get PDFThe Veteran Affairs Pittsburgh Healthcare System (VAPHS) completed over 750,000 outpatient appointments during fiscal year 2019. With changes occurring around COVID-19, VAPHS saw a significant decline in veterans on campus. VAPHS employees are strongly connected to the mission of serving our nation’s hero’s, while veterans find trust, support and comradery at the VA. The VAPHS Office of Veterans Experience (OVE) realized the impact that COVID-19 isolation may have on veterans quarantined at home and seized the opportunity to continue to build relationships, develop trust and keep connected through the VAPHS Birthday Club. Over 1,300 calls have been placed to provide a non-clinical wellness check-in and provide a warm birthday wish. The gesture of ‘calling because we care and we’re thinking of you’ has provided employees and veterans a way to connect on a human level during a scary and unpredictable time. Hearing the stories of the men and women who borne the battle for our freedoms only reinvigorates our commitment to serving. While some calls last only a few minutes, there are veterans who have requested a follow-up call and now have a standing weekly conversation with a team member. These check-in calls have provided proactive assistance to our veterans by initiating communication between the veteran and healthcare provider, assisting with medication refills or updating demographic information in the chart. While these are all positive outcomes of the program, the most rewarding are the personalized relationships being built with veterans and the happiness and engagement of our employees.
Experience Framework
This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens
Cards from the community: Engagement of the local community to enhance patient and staff experience during the COVID-19 pandemic
Get PDFDuring the COVID-19 pandemic, in accordance with recommendations from the Centers for Disease Control and Prevention (CDC.gov), strict visitation restrictions were implemented across the six hospital Yale New Haven Health System (YNHHS) in an effort to protect patients, visitors and staff. In addition, to the extent that it is possible, YNHHS staff have been encouraged to work remotely. While these measures achieve the goal of reducing the number of people within the hospitals and enable successful social distancing, they also may contribute to social isolation for both patients and staff. A program called “Cards from the Community” was developed to help retain the human connection between our community to our staff and patients and advance feelings of gratefulness. The “Cards from the Community” program engages with local schools and institutions to encourage the creation of cards expressing hope, appreciation and well wishes for both patients and staff by children from the community. The cards are collected and displayed electronically to ensure that potential fomites are not brought into the hospital environment. The program is successful in meeting its goals of harnessing the benefits of volunteering for involved community members and providing emotional support to patients and staff within the hospital by widely collecting and broadly displaying the cards.
Experience Framework
This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens
A home for us and a womb for her: Living the Family Integrated Care model in a Danish NICU
Get PDFFamily Integrated Care (FICare) has been widely adopted in Denmark as a framework for caring for infants in the Neonatal Intensive Care Unit (NICU), enabling parents to take on an active role in the care of their infant, while the NICU staff takes on a more supporting and educating role when possible. The purpose of this paper is to provide an autoethnographic account describing the personal experience of living in a NICU with a preterm infant for the duration of 76 days from the perspective of a first-time mother. The autoethnographic method provides the reader with a detailed description of the experience of a mother caring for her preterm baby under the conditions of living fulltime in the NICU and allows for an exploration of specific challenges related to the FICare model as it is practiced in the Danish public healthcare system. The article discusses specific challenges of the FICare model related to parental isolation as well as parent-healthcare staff interdependence and highlights reflections on its implementation that may prove valuable for healthcare professionals in the NICU setting to consider further.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this len
Exploring peer mentoring in pediatric transition: Perspectives of different stakeholders about accompanying patients in gastroenterology
Get PDFThe literature identifies several issues in the pediatric transition, such as the lack of coordination between pediatric and adult settings and young patients who are not exercising independence in the self-management of their disease. The objective of this study is to explore the potential for a pediatric transition program in gastroenterology, introducing an accompanying patient program to support the transition. A qualitative case study was conducted, including semi-structured focus groups and individual interviews with each group involved in the pediatric transition between two centres in Quebec. A thematic analysis of the collected data was performed using QDA Miner v5.1. In addition to the barriers documented in the literature, such as patients’ poor knowledge of their disease, developmental immaturity and low level of independence, our analysis found that adolescents appear to be quite indifferent to their disease and to the transition. Once they are in an adult health centre, they develop an awareness of the disease’s impact on their lives and would appreciate having support from a peer. In contrast, parents experience considerable anxiety before this transition, and would like to be in contact with other parents. Professionals, for their part, are open to the idea of establishing a peer support program to fill certain gaps in how transfers are organized. One way to improve the transition, as suggested by our respondents, is to set up a peer support program that should evolve over time, being initially implemented for the parents and then for the young adults.
Experience Framework
This article is associated with the Patient, Family & Community Engagement lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens
Utilising co-design to improve outpatient neurological care in a rural setting
Get PDFIt has been identified that the physiotherapy needs of patients with central neurological conditions are specific and that this cohort are generally under-serviced in rural and remote areas in Australia. A quality improvement project was undertaken to improve patient experience in outpatient physiotherapy services in Tasmania, facilitating increased self-efficacy and quality of life, in patients with central chronic neurological conditions.. An experience-based co-design approach was utilised, involving past and current patients as well as physiotherapy staff in the project design, data collection, analysis and evaluation phases. The results suggest that timely access to care and goal achievement are common areas of need across both patient and staff cohorts. Patients also identified that shared-decision making is important for improving patient experience and staff were generally unclear on what services were available. The findings from this study demonstrate the importance of including patients and staff in the health service improvement process.
Experience Framework
This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this len
Measuring patient-centered care for specific populations: A necessity for improvement
Get PDFThe measurement of patient-centered care (PCC) is a fundamental component of assessing and improving health care quality. There are a variety of PCC measures available which have been tailored to different health care conditions and settings. These distinct measures are valuable given the diversity of health conditions and contexts encountered in the health care system. However, the type of patient has received significantly less attention when measuring PCC despite the multitude of unique patient populations that exist. Specific patient populations raise several core challenges for PCC measurement to which researchers and practitioners need to attend: identifying what principles to measure, who is the most appropriate assessor, and how best to measure PCC. Examples of specific patient populations include geriatric patients, refugees, migrants and dyadic patients. Dyadic patients, such as the mother-infant dyad, are two individual, independent, yet inextricably linked patients who require simultaneous care. In this commentary, we use the mother-infant dyad as one example of a specific population to illustrate the challenges and argument for why additional specific patient populations warrant dedicated measures of PCC.
Experience Framework
This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework) Access other PXJ articles related to this lens. Access other resources related to this lens