Patient Experience Journal (PXJ, The Beryl Institute)
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Escuchame: A Story of Patient Resilience
Get PDFThis article is a narrative following a patient\u27s experience through the American Healthcare system. This article is written by a second-year medical student. During this time the individual repeatedly engaged in different specialties of medicine such as neurology, neurosurgery, oncology, emergency medicine, gynecology, and primary care. This narrative demonstrates how certain issues such as healthcare access, patient demographics, defective communication, and general mistrust of the healthcare system negatively impact patient outcomes. As an uninsured immigrant, the patient was in a disadvantaged position when her health problems first began. Due to her lack of insurance, she did not have an established primary care physician. She struggled to find compassionate care that focused on her symptoms and prioritized outcomes. She often felt ignored and overlooked by her physicians. Through this article, we explore a patient\u27s perspective on how American physicians operate, and why they make certain decisions. This article provides the perspective of individuals whose voices are rarely heard in medicine. Lastly, we provide possible solutions and how they would have impacted the patient in this narrative
Beyond the White Coat: Mental Health in the Life of a Junior Doctor
Get PDFThis article underscores the profound need for a culture that prioritises mental health, especially among doctors navigating their early careers. This personal narrative also highlights the importance of overcoming this and the challenges one can face while trying to do so. A journey of a 30-year-old doctor, as she hurdled along life with the passing of her grandparents and studying for the exam, it looked like a task that was achievable at first, but as time went by anxiety and self-doubts were not easy to navigate. This piece outlines why it is of utmost importance that we as doctor realise that a sound mental health is as important as a sound physical health and it is high time that we address these issues like we address a physical ailment.
Through the lens of my personal journey, I reflect on the struggles of coping with anxiety and grief amidst professional demands and familial resistance. The narrative captures how my grandmother\u27s passing plunged me into a silent storm, one where mental health was dismissed as an afterthought. This piece sheds light on the urgency of fostering open discussions around mental health, emphasising that a healthy mind is indispensable for doctors to care for others–-and themselves
Cancer Partnerships Hub (CPH) Model: Implementing an Organizational Innovation to Enhance Engagement of Patient-Partner in Cancer Care Services
Get PDFPatient partnership is rapidly becoming a cornerstone of effective care, with healthcare professionals recognizing the immense value of collaboration. This case study delves into the innovative Cancer Partnership Hub (CPH) model implemented at the Integrated University Health and Social Services Center of East Montreal Island (CIUSSS-EMTL) in Quebec, Canada. The CPH model exemplifies the integration of patients as active agents within the cancer program. The CPH Model is designed to offer comprehensive support and information services, providing a diverse array of resources crafted ``by and for\u27\u27 people living with and beyond cancer (PLC). Rooted in the project\u27s motto ``Engage. Share. Progress\u27\u27, the CPH unites a community of PLC, patient-partners, collaborators, and committed healthcare professionals, all working together to enhance care and services within the cancer program of the CIUSSS-EMTL. Expanding upon existing models of patient and public engagement, the CPH has introduced significant innovations in its design and structure. This article aims to present the CPH model as a case study, offering insights into its innovative organizational structure. It delves into the development and implementation process, including the establishment of leadership, empowerment of patient partners, amplification of patient voices, creation of a welcoming environment, and ongoing monitoring and adaptation of services. Moreover, it explores the key principles and objectives of the CPH, emphasizing its role in supporting people living with cancer, enhancing the cancer program, fostering collaborations, and empowering patient partners, providing a valuable insight for healthcare organizations seeking to prioritize patient partnership and deliver patient-centered care effectively in oncology settings
The Implementation of a Telehealth Patient Advisory Council in a Network of Federally Qualified Health Centers
Get PDFPatient input is recognized across the healthcare field as essential for tailoring innovations and quality improvement initiatives to meet the needs of intended patient populations. This paper describes the implementation of a patient advisory council (PAC) established to provide feedback on telehealth innovations and quality improvement initiatives at a network of federally qualified health centers (FQHCs) in New York State (NYS). We report on the implementation process, success and challenges, and reflections shared by PAC members regarding their experiences
Understanding Patient Experience Through Narrative Complaint Analysis: A Mixed Methods Study in a Rural Academic Health System
No full textPatient Experience (PX) is recognized as an independent dimension in assessing healthcare quality and is associated with the quality domain of patient-centeredness. A better understanding of PX can help clinical providers enhance care, guide further research, and inform quality improvement and policies. Our study aims to identify, classify, and prioritize patients’ complaints and grievances at a rural health care system to inform strategic improvement planning. We conducted standard inductive qualitative thematic analysis and quantitative Pareto analyses of narrative comments received from patients and families via phone calls, emails, or standard letters at the four settings under study (one major academic medical center and three smaller ambulatory care centers) from January 2021 to April 2022. Our analysis of a total of 3,257 patients’ feedback on their care experience identified five themes and 23 sub-themes with 4,747 code counts. We found that the top three complaints from patients and their families were lack of response or communication from office staff; not being treated with respect causing adverse feelings; and patients not receiving right or proper treatment and care. Additionally, patients faced issues with timely scheduling of appointments and referrals, as well as not being provided complete information or explanations throughout their care journey. This study provides an approach for understanding the factors that impact patient experience in the health system we studied. This work prompted subsequent strategic initiatives to redesign Patient Relations processes and empower front line service recovery at two of the largest hospitals in the health system
Empowering Frontline Staff in Service Recovery
No full textObjective: This study aimed to develop and implement a standardized service recovery training program within the VA healthcare system to enhance patient experiences and address grievances effectively. The purpose of the training was to equip VA employees with the necessary skills and knowledge to resolve service issues promptly and empathetically, adhering to the principles of the VA’s SALUTE model for service recovery. Method: The training program was designed based on feedback from anonymous pre-surveys to identify knowledge gaps and incorporate industry best practices. The VA’s SALUTE model, which emphasizes six key actions—saying hello, apologizing, listening, understanding, taking action, and expressing gratitude—served as the framework for the training. A two-month pilot program was conducted with 41 staff members who volunteered to participate in twice-weekly Microsoft Teams training sessions. Each session was 30 minutes, including 20 minutes of content delivery followed by a 10-minute Q&A segment. Participant feedback was collected using an anonymous post-survey and analyzed continuously to refine and adjust the training content. Results: The standardized service recovery training demonstrated positive outcomes, with participants reporting increased confidence and empowerment in handling service issues effectively. The training facilitated a culture of accountability and empowerment among participants, enhancing their ability to provide exceptional customer experiences. The program reinforced the VA’s commitment to excellence in patient experience and service delivery by adhering to the SALUTE model. The iterative feedback process ensured the training remained relevant and impactful, addressing the evolving needs and challenges of the staff
Patients’ Experiences of Triage and Waiting in Emergency Departments: A Cross-sectional Survey
No full textObjective: Patient experience is a core aspect of care quality. Patient experiences of emergency departments (EDs) have been examined, but there has been less focus on ED triage and waiting areas, often patients’ initial point of contact with a health service. This study aimed to understand patients’ experiences of ED triage and waiting room. Methods: A cross-sectional survey was conducted across five Australian EDs to understand experiences of patients 14 years and over before, during and after triage. Quantitative data were analysed descriptively and explored for correlations. Qualitative responses for suggested improvements were analysed using a conventional content analysis approach. Results: A total of 225 respondents completed the survey and reported they were generally satisfied with their triage and waiting room experience. Key areas for improvement were identified. Wait time information was reported to be provided to 24.3% of patients, and pain relief to 52.7% of those who desired it. Following triage respondents reported spending a median time of 60 minutes in the waiting room. Satisfaction with waiting was negatively correlated with increasing wait time (p \u3c 0.001). Suggestions for improvements reflected a need for better staffing, facilities, and processes to support ED efficiencies and care needs while waiting. Conclusions: Wait time was a key influence on reported patient experience. Recommended measures to support the provision of information, comfort and person-centred care while waiting could help to improve this experience
Experiences of Women in the Labour Room: \u3ci\u3eThe Untold Story\u3c/i\u3e
Get PDFBackground: Childbirth experiences are some of the most sensitive indicators of the utilisation of health facilities. Women who go through the child-birthing process are reported to be faced with a range of experiences. Aim: This study described women\u27s experiences in the labour room. Methods: The study employed a qualitative research approach with a descriptive design. Purposive sampling was used in this study and data saturation was reached after the 18th participant. In-depth interviews were used to obtain information from recently delivered women. Interviews were audio recorded and transcribed verbatim. Thematic content analysis (TCA) was done and the results were presented as narratives with quotes to support each theme. Overall, four main themes and twelve sub-themes emerged from this study. Findings: Overall, three (3) main themes and ten (10) sub-themes emerged from this study. This study reveals that prenatal experiences were pleasant and supportive. However, postnatal experiences were compromised by neglect, discrimination, and unresponsiveness. Conclusion: The context of birth affects a woman\u27s natural response to labour and childbirth. The effects have long-term implications for both clinical and emotional outcomes such as a woman\u27s sense of competence, adaptability to parenthood, confidence, and initiation of breastfeeding
Taking Time and Making Space for Patient and Caregiver Partners
Get PDFPatient and caregiver engagement is a paramount element to ensure the voice of lived experience is integrated and prioritized in research. However, what it looks like to actually participate in authentic patient and caregiver engagement can be challenging without understanding the experience of our patient and caregiver partners. I had the honour of interviewing a patient and caregiver partner who bestowed rich guidance about what it means to deliver excellent patient and caregiver engagement in research. Themes of the interview included taking time to collaborate, being mindful and giving gratitude, actively listening to partner voices, leading alongside patient and caregiver partners, and making space at the table for all perspectives. Takeaway messages include recognizing the patient and caregiver partners’ value as a whole person, and building genuine relationships. For researchers interested in engaging with patient and caregiver partners, the messages from this interview provide advice to guide future work to encourage sincere collaboration and share the ways in which research can be a meaningful experience for all members of the team
My Husband Didn’t Have to Die: A Doctor Reflects on all that Went Wrong with Her Husband’s Care in One of the Nation’s Top Medical Centers
Get PDFThe outcomes of complex care are never predictable. Despite this, reflecting on my husband’s care and his untimely death, I am certain that his fate would have been different with better communication, attention to detail, collaboration, and measures of curiosity, humility, and compassion