Patient Experience Journal (PXJ, The Beryl Institute)
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An exploration of patients’ experience of nurses’ use of point-of-care information technology in acute care
Get PDFThe rapid introduction of technology into acute healthcare settings, specifically the presence of point-of-care health information technology at patients’ bedsides, is expected to impact patients’ healthcare experience by altering nurse-patient interactions. This research was a multi-method naturalistic pilot study designed to explore patients’ perception of their interactions with nurses using bedside point-of-care health information technology in acute care. Data were collected using observation, interviews and surveys. Twenty-four participants were purposefully recruited from medical and surgical wards, to capture variability in their self-reported confidence with information technology; 29% were not confident, 38% were somewhat confident and 33% were completely confident with information technology. Participants’ mean age was 68.6 years (SD 11.1) and 63% were male. Qualitative observation, interview and survey data showed some nurses directly involved patients and explained or demonstrated how the point-of-care health information technology was being used to complement and enhance their care; while others used the point-of-care health information technology as an electronic documentation tool without engaging their patients. Patients’ experiences of point-of-care health information technology differed with their self-reported confidence with information technology; those with complete information technology confidence were better at recognising the potential and opportunities for point-of-care health information technology to support self-directed care than those with less confidence using information technology. Some participants reported that the use of point-of-care health information technology impeded interpersonal communication with nurses. Participants recognised the benefits of point-of-care health information technology to support clinical practice but generally desired greater engagement with the nurses when they used the system
Call for Submissions - Special Issue July 2019: The Role of Technology and Innovation in Patient Experience
Get PDFPatient Experience Journal (PXJ) is excited to announce the call for submissions for its July 2019 special issue on the topic of the role of technology in patient & family experience. A focus on technology and innovation will be essential in healthcare experience, requiring new ways of thinking and doing and the technologies and tools to ensure efficiencies, expand capacities and extend boundaries of care.
This special issue is open to all authors conducting cutting-edge research, implementing innovative practices or with powerful experiences to share around efforts in either creating or implementing technology focused on positively impacting the patient experience and/or expanding efforts through innovative practices and processes that push at the conventional wisdom of approaching patient experience efforts. The issue will look for pieces that address evidence-based efforts at improvement, practices that have impact on outcomes or stories that reflect the true meaning and opportunity in bringing technology and innovation to patient & family experience. It will provide an opportunity to highlight accomplishments, reveal new findings and contribute to the literature aimed at improving results. The issue will be guest edited by Timothy R. Huerta, PhD and Cindy Sieck, PhD, MPH from The Ohio State University
First, do no harm: The patient\u27s experience of avoidable suffering as harm
Get PDFAlthough my entire career has been spent in Patient Experience, nothing I have learned from data, evidence-based practice, or experience-based correlations, has been near as impactful as what I learned from being a patient. This article discusses my own experiences as a patient. I ask readers to consider instances of avoidable suffering as sources of harm that negatively impact patient perceptions, erode trust in care providers and healthcare delivery systems, and create barriers to engaging patients in their care. Recognizing how avoidable suffering creates harm challenges traditional views of Patient Experience as hospitality-based “soft skills” and helps to establish patient perceptions as valid indicators of quality care
Barriers and enablers of patient and family centred care in an Australian acute care hospital: Perspectives of health managers
Get PDFThe aim of this study was to identify and explore organisational barriers to, and enablers of, patient and family centred care within an Australian acute care hospital from the perspective of that hospital’s management staff. A qualitative study, incorporating purposive sampling and semi-structured interviews was undertaken in a 215-bed metropolitan acute care public hospital in Sydney, Australia. Fifteen health managers from a broad range of professional groups, including Medicine, Nursing, Allied Health and non-clinical services were interviewed. Interview data were recorded, transcribed, and analysed for key themes using the Framework Approach. The key barriers to patient and family centred care were: i) staffing constraints and reduced levels of staff experience, ii) high staff workloads and time pressures, iii) physical resource and environment constraints and iv) unsupportive staff attitudes. The key enablers of patient and family centred care were: i) leadership focus on patient and family centred care, ii) staff satisfaction and positive staff relations, iii) formal structures and processes to support patient and family centred care, iv) staff cultural diversity and v) health professional values and role expectations. This study provides an understanding of the factors that restrict and enhance patient and family centred care specific to an Australian acute care hospital setting. Implementation of strategies targeted at these factors may help the study site, and potentially other hospitals in similar settings, to improve patient and family centred care. In turn, this may lead to improved outcomes for patients, families, staff and healthcare organisations
Family Experience Tracers: Patient Family Advisor led interviews generating detailed qualitative feedback to influence performance improvement
Get PDFPatient Family Advisors (PFAs) are integral partners in quality improvement processes at Children’s Mercy Kansas City. Mimicking Joint Commission patient tracers, the Family Experience Tracer program was created to gather perspectives from end users of care and provide valuable insights regarding the patient experience. The Patient and Family Engagement team collaborates with departmental and organizational leadership to define the scope of the tracer project and determine meaningful topics to elicit feedback from patients and families. Tracers are conducted across the continuum of care and are led by a Patient Family Advisor to establish an immediate peer relationship. Patients and families provide detailed information in Family Experience Tracers, and CM acknowledges the importance of combining this information with other feedback sources to strengthen patient- and family-centered improvements
Condition Help: 10 years of experience enhancing our culture of family engagement
Get PDF“Condition Help” is a family activated rapid response team designed to enhance a partnership between providers and the family. Calling a “Condition Help” results in the rapid arrival of a response team (physician, nurse administrator and patient representative) that assesses the clinical status, listens to families’ concerns and promotes communication to move clinical care forward. “Condition Help” has been an active program for the last 10 years at Children’s Hospital of Pittsburgh of UPMC (University of Pittsburgh Medical Center) and has assisted in the care of 608 patient encounters. This article outlines the experience gained using this vital program, summarizes our model, and reviews what we have learned
The consumer has spoken: Patient experience is now healthcare’s core differentiator
Get PDFIn just a few days we will celebrate Patient Experience Journal’s (PXJ) 4th anniversary since our inaugural publication. In these 4 short and quick years we have seen 163 articles published in our first four volumes that have stirred a significant focus on building the evidence base in patient experience. Not only has PXJ served as the central clearing house for thoughtful research, measurable cases, and insightful narratives, but it also has reinforced the breadth and depth of what patient experience truly encompasses. This integrated view was reinforced by the very voices of healthcare’s consumers in The Beryl Institute’s recent study on Consumer Perspectives of Patient Experience in which participants reveal experience is extremely important to them, focuses on individual health, is grounded in an individual’s desire to be acknowledged and is identified as a key driver for healthcare decision-making. It is for this reason experience is found to be a critical differentiator in healthcare now and into the future. And it is on this foundation that the patient experience movement continues to grow, commitment continues to expand and the contributions of PXJ continue to push the boundaries of our overall conversation. That is the essence of our strength, that we find not only on these pages, or in the words of our many contributors, but also in the voices of all who are impacted by or part of the global healthcare ecosystem. There are few other efforts as honorable than to ensure the best for your fellow human being. In our rigor to push the edges of this conversation, we will continue to thrive together
Family-centered caregiving from hospital to home: Coping with trauma and building capacity with the HOPE for Families model
Get PDFInformal caregivers and families play a significant role in the recovery process of trauma survivors. However, the needs and outcomes of orthopedic caregiving family members in the months following traumatic injury have received almost no attention in the literature. Our study sought to understand the factors impacting orthopedic trauma families’ experience and their ability to cope and provide care post-acute hospitalization. Based on these findings, we designed a hospital-based program to enhance family coping and adjustment post-discharge. Caregivers (N=12) of patients with orthopedic trauma injury engaged in three in-depth semi-structured face-to-face interviews to identify their most salient concerns. Once home, subjects described caregiving life at home, their coping strategies for managing the patient’s recovery, and help they received from formal and informal sources. Analysis of the qualitative data found that trauma care lacks a unified system of coordination after the patient’s return home. Thus, the role of “secondary caregivers” - longtime friends, family members, church groups, neighbors - was significant. Without an organized system of support and information, the caregivers in our study turned to their established communities for comfort and assistance. Conclusions: Based on these findings, we designed a family caregiver program, Holistic Orthopedic Patient-centered Engagement (HOPE for Families), to support families in this early transition, and to enhance collective and continuous caregiving capacity. HOPE for Families uses peer mentors as “central care organizers” to identify and engage the family’s secondary caregivers system, using the HOPE Care Planning tool to identify stressor/demands and caregiver resources to meet anticipated needs
Partnering with pediatric patients and families in high reliability to identify and reduce preventable safety events
Get PDFFrameworks for designing highly reliable behaviors and tools to reduce preventable harm are the result of the continued effort to improve patient safety in healthcare. Evidence shows that there has been limited research on engaging patients and families in the development of safety and reliability efforts to achieve zero harm. Our aim was to develop a tool that engages patients and families in an effort to reduce preventable harm in a pediatric academic medical center
The perioperative patient experience of hand and wrist surgical patients: An exploratory study using patient journey mapping
Get PDFPatient-centred care is becoming more important in healthcare. The success of patient-centred care can be assessed by exploring the patient experience through a patient journey map. As the number of outpatient surgeries is increasing, it is important to reveal the specific characteristics of this type of surgery. The perioperative patient experience is considered very important for outpatient surgery, because all perioperative activities are condensed in one day. To investigate this experience, we performed a case study of hand and wrist surgery. Six teams of two industrial design engineering students interviewed 40 patients in total in two private and two public hospitals in the Netherlands. All teams created a patient journey map, describing the patient experience. These maps were analysed by the authors to identify common themes among the six journeys. Four time-independent themes and four time-dependent themes were identified. Insecurity, reassurance by staff, loneliness, and lack of information were associated with the whole patient experience. Before surgery, lack of control was the most prominent experience. During surgery, acceptance and curiosity were present. After surgery, relief was the dominant experience. No significant differences between the public and private hospitals were discovered. Several suggestions are given on how to facilitate positive experiences and how to resolve negative experiences in outpatient surgery. These include suggestions for hospital policy and design interventions