The patient experience describes an individual's experience of illness/injury and how
healthcare
Health care or healthcare is the improvement of health via the prevention, diagnosis, treatment, amelioration or cure of disease, illness, injury, and other physical and mental impairments in people. Health care is delivered by health profe ...
treats them. Increasing focus on patient experience is part of a move towards
patient-centered care
Patient participation is a trend that arose in answer to medical paternalism. Informed consent is a process where patients make decisions informed by the advice of medical professionals.
In recent years, the term "patient participation" has been ...
. It is often operationalised through metrics, a trend related to
consumerism
Consumerism is a social and economic order that encourages the acquisition of goods and services in ever-increasing amounts. With the Industrial Revolution, but particularly in the 20th century, mass production led to overproduction—the supp ...
and
New Managerialism
Managerialism is the reliance on professional managers and organizational strategies to run a society. It may be justified in terms of efficiency, or characterized as an ideology. It is a belief system that requires little or no evidence to justif ...
.
Patient experience (PX) is defined as the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care.
Patient experience has become a key
Quality
Quality may refer to:
Concepts
*Quality (business), the ''non-inferiority'' or ''superiority'' of something
*Quality (philosophy), an attribute or a property
*Quality (physics), in response theory
*Energy quality, used in various science discipli ...
outcome for healthcare; measuring it is seen to support improvement in
healthcare quality
Health care quality is a level of value provided by any health care resource, as determined by some measurement. As with quality in other fields, it is an assessment of whether something is good enough and whether it is suitable for its purpose. T ...
, governance, public accountability and, especially in the
NHS in England
The National Health Service (NHS) is the publicly funded healthcare system in England, and one of the four National Health Service systems in the United Kingdom. It is the second largest single-payer healthcare system in the world after the ...
,
patient choice
Patient choice is a concept introduced into the NHS in England. Most patients are supposed to be able to choose the clinician whom they want to provide them with healthcare and that money to pay for the service should follow their choice. Before ...
.
[Benson T, Potts HWW (2014)](_blank)
A short generic patient experience measure: howRwe development and validation. BMC Health Services Research, 14, 499. doi:10.1186/s12913-014-0499-z Measures of patient experience arose from work in the 1980s and is now there use is now widescale. However, their effectiveness has been questioned and clinicians and managers may disagree about their use. There is a general agreement in the literature that measuring patient experience can be accomplished using a quantitative, qualitative, or mixed-methods approach.
When patient experience is discussed in terms of experiences with health care services it is similar to
patient satisfaction Patient satisfaction is a measure of the extent to which a patient is content with the health care which they received from their health care provider.
In evaluations of health care quality, patient satisfaction is a performance indicator measured ...
. However, patient experience is often reported in health research as also encompassing people's experiences of illness and injury outside of their experiences with health services, such as those experiences with family and friends, the influence of illness/injury over their capacity to engage in social activities or previously imagined futures, and even their engagement with the development of the guidelines that will inform their treatment. For example, researchers might report of the patient experience of living with heart failure or other chronic illnesses.
[Jeon, Y. H., Jowsey, T., Yen, L., Glasgow, N. J., Essue, B., Kljakovic, M., ... & Kraus, S. G. (2010). Achieving a balanced life in the face of chronic illness. Australian Journal of Primary Health, 16(1), 66-74.]
Metrics
Patient-reported experience measures (PREMs) are, akin to
patient-reported outcome A patient-reported outcome (PRO) is a health outcome directly reported by the patient who experienced it. It stands in contrast to an outcome reported by someone else, such as a physician-reported outcome, a nurse-reported outcome, and so on. PRO m ...
measures (PROMs), questionnaires completed by the patient to assess their experience. These include:
*
Friends and Family Test
The Friends and Family Test was introduced into the English NHS in 2013. It was a single question survey which asked patients whether they would recommend the NHS service they have received to friends and family who need similar treatment or care. ...
*''howRwe''
*GS-PEQ
*EUROPEP 2006
*
Picker PPE-15
*NHS Adult Inpatient Survey 2013
*Annual
GP Patient Survey
The GP Patient Survey is an annual survey of patient experience of British general practice. It is one of the largest ever survey programmes of patients registered to receive primary health care. It is now sent out to over two million people acros ...
References
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External links
What Is Patient Experience?
Health care quality
Patient advocacy