Patient Experience Journal (PXJ, The Beryl Institute)
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Health information technology: A key ingredient of the patient experience
Get PDFIn this exploration to understand the linkages of health information technology (HIT) and patient experience, a comprehensive literature search was conducted using the key words, “information technology, HIT, patient experience, patient satisfaction, and technology”, on the MEDLINE, PubMed, and EMBASE databases resulting in over 1,000 citations. Eventually, 35 of the most relevant articles were reviewed and 11 identified as key references to include in beginning to explore the question, as the transformation of healthcare continues, how can technology enable a positive return on investment to a patients’ perception of their care in an organization and how can technology impact the patient experience? The results reveal there is in fact more questions than answers that exits and therefore further opportunities for exploration and research are encouraged. That noted, the literature and examples emerging in practices across healthcare are showing that technology and the patient experience are moving closer to one another as each day passes. HIT is truly evolving as a key ingredient in the patient experience conversation
The state of patient experience
Get PDFAs the patient experience movement continues to flourish, there is greater alignment that experience encompasses all we do in healthcare – not simply a customer encounter, but how we engage people in mind, body and spirit, how we integrate the critical aspects of care from quality to safety to service and how we link the very complexities of our healthcare systems globally to provide for easy journeys for those receiving care. In sharing data from the latest study for The Beryl Institute on patient experience, the trends of this growing movement are seen as positive and a set of clear and defined outcomes driven by a positive patient experience are emerging, representing the impact experience now has as a central focus for healthcare globally. The state of patient experience is strong for regardless of national identity or systemic constraints – the idea itself resonates at the core of our humanity. If we approach it from that light, both in practice and in research, the possibilities for a better healthcare world are truly boundless
Parents’ experiences of neonatal care in England
Get PDFWith the greater need for specialist neonatal care in England over the last decade, increased attention has been given to developing and implementing quality measures to ensure that babies and their families receive the highest quality care. Patient experience is recognised as a key measure of quality, therefore it is essential to assess parents’ experiences of neonatal services to understand how these can be improved. In this paper we detail findings from the second large scale survey of parents’ experiences of neonatal care carried out in England in 2014, focusing on results that highlight aspects of family-centred care: information sharing; communication; support; and involvement. The results reveal great variations between individual units, as well as highlight key areas in which units could improve to provide family-centred care. This includes parents being able to speak to their doctor more, as well as receiving important information to understand their baby’s condition, and about support services available. Positively, many parents felt they were able to visit their baby as much as they wanted and were involved in their day-to-day care, which are fundamental to parents forming a bond with their baby. The survey is a rich data source that provides neonatal units in England with results that allow them to focus improvement efforts on what matters most to those using their services. It also enables neonatal units to evaluate how they are performing on key standards of care, supporting them in striving for clinical best practice
Book Review: Being Mortal: Illness, Medicine and What Matters in the End
Get PDFIn her review of Being Mortal: Illness, Medicine and What Matters in the End written by Atul Gawande, MD, Sue Sutton shares both the insights of Dr. Gawande and their important perspectives for person-centered experience. She reinforces that in this day of increased focus on understanding patient’s expectations and patient-focused care, Dr. Gawande compels us to learn how to have the difficult conversations about what really matters. She closes the review with a compelling quote from the author, I never expected that among the most meaningful experiences I’d have as a doctor— and, really, as a human being— would come from helping others deal with what medicine cannot do as well as what it can
Vision, mission, and values: From concept to execution at Mayo Clinic
Get PDFMayo Clinic displays steadfast commitment to patient care, referral relations, and health care quality through institutional examples of unique, value-add endeavors that are under way with the Mayo Clinic Patient Experience Subcommittee and the Referring Physician Office. In this article, we share the Mayo Model of Care and patient stories that embody the 8 Mayo Clinic values of respect, compassion, integrity, healing, teamwork, excellence, innovation, and stewardship. The Mayo founders imparted to their staff the passion for patient care by encouraging a fair and just culture for its employees. This culture allows the creation, maintenance, and improvement of clinical care, research studies, and educational curricula, which in turn propagate the mission–“To inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education, and research.
Should I stay or should I go? Patient understandings of and responses to source-isolation practices
Get PDFIsolation of patients, who are colonised or infected with a multidrug-resistant organism (source-isolation), is a common practice in most acute health-care settings, to prevent transmission to other patients. Efforts to improve the efficacy of source-isolation in hospitals focus on healthcare staff compliance with isolation precautions. In this article we examine patients’ awareness, understandings and observance of source-isolation practices and directives with a view to understanding better the roles patients play or could play in transmitting, or limiting transmission, of multidrug-resistant organisms (MRO). Seventeen source-isolated adult surgical patients and two relatives participated in video-reflexive ethnography and interviews. We learned that, although most of these patients wanted to protect themselves and others from colonisation/infection with a MRO, they had a limited understanding of what precautions they could take while in isolation and found it difficult to obtain ongoing information. Thus, many patients regularly left their source-isolation rooms without taking appropriate precautions and were potentially contributing to environmental contamination and transmission. Some patients also interacted with other patients and their personal belongings in ways that exposed other patients, unnecessarily, to colonisation/infection risk. By not providing patients with adequate information on infection risk or how they could contribute to their own safety or that of others, they are denied the opportunity to fully engage in their healthcare. To improve the efficacy of source-isolation and contact precautions in general, patient care providers should consider colonised or infected patients as active partners in reducing transmission and involve patients and relatives in regular, ongoing conversations about transmission prevention
The comparative impact of different patient-centered medical home domains on satisfaction among individuals living with type II diabetes
Get PDFChronic illnesses like type 2 diabetes are costly and difficult to treat. Patient-centered medical homes (PCMH) have the potential to improve patient satisfaction in this population. However, which domains have the most impact on patient satisfaction has not been established. The aim of this study was to assess the relative strength of association between seven PCMH domains and two measures of satisfaction. Cross-sectional data were used in this observational study collected from a random sample of adults aged 18-89 with type 2 diabetes (n=1301) seen at 4 PCMHs. The Ambulatory Care Experiences Survey instrument was used to assess all measures. Dependent variables included 2 measures of patient satisfaction: overall care and personal doctor. Independent variables included patient perceptions of implementation level of 7 PCMH domains categorized into two dimensions: administrative features of care and physician-patient interactions. Administrative features of care include organizational access, integration of care and office staff helpfulness. Physician-patient interactions include communication, comprehensive knowledge and interpersonal treatment. Analysis was conducted using linear regression. The results reveal all physician-patient interaction PCMH domains were significantly associated with both measures of satisfaction. The relationships for administrative features of care were dependent upon the satisfaction outcome being analyzed. Communication and comprehensive knowledge had the strongest association of all domains. The authors conclude variations in importance of PCMH domains on satisfaction exist. Physician-patient interaction domains are the strongest contributors to patient satisfaction and overall experience. Understanding which PCMH domains have the largest impact can inform physician practice’s efforts to improve outcomes of care
Patient experience established: One year later
Get PDFScholars and administrators have long dedicated themselves to centering healthcare conversations and debates on the experiences of patients and their families. Patient experience advocates view these experiences as critical to evaluations of healthcare quality. There have been a great multitude of important contributions, yet, for decades, these calls for patient-centric care experiences and healthcare systems have been confined to the fringes of disparate health policy and reform debates. This bygone reality created a diaspora of scholars and administrators dedicated to understanding, evaluating, and improving the patient experience. This article begins to explore a coalescing around patient experience research efforts citing where people have turned to find leading research and reinforcing the value for an emerging research home for patient experience found on the pages of Patient Experience Journal itself
Conceptualising multiple conditions in Australia: First steps to systemic change to meet the needs of people with serious long-term illnesses
Get PDFSince the 1970s greater numbers of people are now living with several serious long term illnesses. These include rarer genetic conditions and ‘lifestyle conditions’ as well as those of an idiopathic nature. This article examines the growing need for new terms and concepts that reflect the changes in the lives of people living with long-term serious illnesses.
Members of the Chronic Illness Alliance attended a workshop where they presented their experiences and views of living with multi-morbidities. Consumers were concerned about treatment side-effects, polypharmacy, adverse events and the need for coordinated care. Following this workshop, the Chronic Illness Alliance undertook a literature review using the principles of meta-synthesis to explore the consumer perspective in literature on multi-morbidities. This method aims to systematise qualitative concepts and it provided the means to identify whether the concerns raised by consumers were recognised in the literature. The risks identified by consumers were used both as search terms and analytical terms. While the consumer perspective appeared absent in the literature, many authors showed similar concern about the tardiness of health systems to acknowledge the impact of multi-morbidities for consumers and the associated risks. More importantly the literature review demonstrated that problems associated with concepts, definitions and data collection impact on health care and service delivery. This in turn dictates how consumers receive their health care services and ultimately influences the safety and quality of their health care. The article discusses the concepts of co-morbidity and multi-morbidity in relation to data collection, definitions and treatment guidelines and their implications for consumers with regard to treatments, side-effects, polypharmacy, adverse events and coordinating care. There is a pressing need to develop and employ concepts that better reflect consumers’ needs and experiences in order to improve safety and quality of health care. The article argues that the adoption of better concepts is a first step to achieving systemic change on behalf of people with multiple conditions
Instruments to measure the inpatient hospital experience: A literature review
Get PDFHealthcare professionals worldwide are increasingly broadening their focus to include the experiences of patients and their family members as a means of assessing quality patient centered care. This paper seeks to identify and discuss instruments specifically designed to measure the inpatient hospital experience. A literature search focusing on pre-identified instruments as per the Health Foundation’s Helping Measuring Patient Centered Care database of measurement instruments (de Silva, 2014) and additional health databases (CINAHL, ERIC, EBSCO, HaPI, MEDLINE, PubMed and Psych INFO) was undertaken. Thirteen relevant instruments and seventeen associated studies (regarding instrument development and or validation) were identified. These instruments provide generalizable but less descriptive experience data, are predominantly based on post hospital discharge data and do not have identified feedback to staff mechanisms. Further research is warranted to co-develop an inpatient hospital experience instrument, designed to capture real time descriptive data with a corresponding feedback process to frontline clinicians. Ideally such an instrument could be designed using a participatory research methodology, whereby patients, friends, family and healthcare clinicians are equal co-developers