Patient experience
The patient experience describes an individual's experience of how healthcare treats them. Increasing focus on patient experience is part of a move towards patient-centered care.[1] It is often operationalised through metrics, a trend related to consumerism and New Managerialism.
Patient experience has become a key Quality outcome for healthcare; measuring it is seen to support improvement in healthcare quality, governance, public accountability and patient choice.[2] Measures of patient experience arose from work in the 1980s and is now there use is now widescale. However, their effectiveness has been questioned[3] and clinicians and managers may disagree about their use.[4]
Patient experience is akin to patient satisfaction.
Metrics
Patient-reported experience measures (PREMs) are, akin to patient-reported outcome measures (PROMs), questionnaires completed by the patient to assess their experience. These include:[2]
- Friends and Family Test
- howRwe
- GS-PEQ
- EUROPEP 2006
- Picker PPE-15
- NHS Adult Inpatient Survey 2013
- GP Patient Survey 2014
References
- ^ Ahmed F, Burt J, Rowland M: Measuring patient experience: concepts and methods. In The Patient - Patient-Centered Outcomes Research. doi:10.1007/s40271-014-0060-5.
- ^ a b Benson T, Potts HWW (2014). A short generic patient experience measure: howRwe development and validation. BMC Health Services Research, 14, 499. doi:10.1186/s12913-014-0499-z
- ^ Haugum M, Danielsen K, Iversen HH, Bjertnaes O: The use of data from national and other large-scale user experience surveys in local quality work: a systematic review.International J Qual Health Care 2014:1;14. doi:10.1093/intqhc/mzu077
- ^ Rozenblum R, Lisby M, Hockey P, Levtzion-Korach O, Salzberg C, Efrati N, Lipsitz S, Bates D: The patient satisfaction chasm: the gap between hospital management and frontline clinicians. BMJ Qual Saf 2013, 22:242-250