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]

References

  1. ↑ 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.
  2. 1 2 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
  3. ↑ 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
  4. ↑ 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
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