Development and validation of a generic patient experience instrument for measuring specialist outpatient service in Hong Kong

2019 ◽  
Vol 31 (10) ◽  
pp. G158-G164
Author(s):  
Eliza Lai-Yi Wong ◽  
Annie Wai-Ling Cheung ◽  
Richard Huan Xu ◽  
Carrie Ho-Kwan Yam ◽  
Sui-Fai Lui ◽  
...  
Keyword(s):  
Health Care ◽  
Hong Kong ◽  
Patient Experience ◽  
Health Care Quality ◽  
Care Service ◽  
Health Care Service ◽  
Outpatient Service ◽  
Care Quality ◽  
Outpatient Clinics ◽  
Patients Experience

Abstract Objective The measurement of patients’ experience is an important performance indicator of health care service quality. A reliable and validated instrument to elicit patients’ experience is an important step. This study aimed to develop a generic instrument to elicit patients’ experience in specialist outpatient clinic provision with a rigorous and systematic methodology. Design The instrument framework was developed according to findings of a literature review, patient focus group discussions, individual patient in-depth interviews and expert discussion. The framework was tested for psychometric performance with a cross-sectional telephone survey in terms of practicality, validity, reliability and responsiveness. Setting 26 Public specialist outpatient clinics in Hong Kong were selected. Participants Cantonese speaking patients aged 18 or above. Intervention(s): None. Main outcome measure(s): A validated generic patient experience questionnaire measuring Specialist Outpatient Service (SOPEQ). Results A proportional sample total of 513 patients from 26 specialist outpatient clinics were recruited, response rate of 56%. The findings indicated that the instrument is practicable and concise. A structure of nine dimensions with 47 items structure was confirmed based on exploratory factor analysis and content validity. These items showed satisfactory internal reliability consistency (α = 0.793) and test–retest reliability ranged from 0.618 to 0.829. Conclusions The SOPEQ was established with satisfactory psychometric properties. A valid and reliable measure to evaluate patients’ experience is an important step in providing valuable input from patients’ perspective for policy makers to improve patient-centred services. It also serves as a platform to engage patients and thereby, in improving health care quality and enhancing health outcomes.

scholarly journals Experience and overall satisfaction of foreign patients with the health care services received in Latvia

2020 ◽  
Vol 85 ◽  
pp. 02009
Author(s):  
Daiga Behmane ◽  
Anda Batraga ◽  
Mara Greve ◽  
Didzis Rutitis
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Services ◽  
Care Service ◽  
Health Care Service ◽  
Service Evaluation ◽  
Care Services ◽  
The Difference ◽  
High Level ◽  
Patients Experience

The study evaluates foreign patients' experience and satisfaction in relation to the health care received in Latvia. By applying the gap model of service evaluation, the study reveals the difference between expected and received service outcome in Latvia, and draws conclusions about the importance of individual and patient experience factors related to the overall patient satisfaction. The study concludes that in all groups of factors matrix proposed in the study: (1) general travel or destination factors; (2) communication factors; (3) factors related to the choice of service and (4) factors related to the choice of health care institution, patients evaluated the perceived health care outcome higher than the expected outcome. The results of the study lead to the conclusion that there is a significant gap in foreign patients' knowledge regarding the possibilities of receiving a high-level health care service in Latvia. The results also reveal the most important determinants of patient experience and related satisfaction.

Quality Assurance and Evaluation of Healthcare Reform Initiatives

2011 ◽  
Vol 3 (3) ◽  
pp. 42-53 ◽  
Author(s):  
Anna Beata Rosiek ◽  
Krzysztof Leksowski
Keyword(s):  
Health Care ◽  
Quality Of Health Care ◽  
Health Care Services ◽  
Health Care Quality ◽  
Care Service ◽  
Health Care Service ◽  
Care Quality ◽  
High Quality ◽  
Care Services

This article describes a model of health-care services that ensure the high quality of health-care service and effective brand creation for a hospital. The problems described here that are connected to improving the quality of health care in Poland indicates that high quality of health care builds a positive and strong image of a health-care unit on the medical market. The contents of this article involve basic definitions of quality in health care and also the way the quality is understood and perceived from patient’s and hospital’s point of view. The article also describes a health care quality model, to which health care units should aspire in order to create a positive picture of said units, simultaneously improving and maintaining high quality of health care services. The article investigates the quality factors of health care services, which influence the healthcare units’ brand, its functioning on the market and patient-perceived quality of services. The described management model, which ensures efficient brand-building of healthcare units through services’ quality, takes into account changes in healthcare system and does so in order to ensure the improvement in healthcare units’ functioning.

Surrogates’ Perceptions of Service Quality While Making Decisions for ICU Patients

2018 ◽  
Vol 41 (10) ◽  
pp. 1370-1384 ◽  
Author(s):  
Senay Gul ◽  
Yasemin E. Turkman ◽  
Marie A. Bakitas ◽  
J. Nicholas Dionne-Odom
Keyword(s):  
Health Care ◽  
Intensive Care Unit ◽  
Intensive Care ◽  
Service Quality ◽  
Health Care Quality ◽  
Care Service ◽  
Health Care Service ◽  
Secondary Analysis ◽  
Care Quality ◽  
Surrogate Decision

A qualitative secondary analysis was undertaken to identify aspects of health care service quality in an intensive care unit from the perspective of surrogate decision makers ( N = 19) who were making decisions for relatives at end of life. Directed content analysis was guided by the Donabedian model of health care quality. Nineteen participants averaged 59 years old and were over half female (53%) and patients’ spouses (53%) and adult children (32%). Salient aspects of quality service included surrogate perceptions that clinicians conveyed honesty about the patient’s condition and in an easily understandable way; staff were sensitive and responsive to emotions and practical needs; clinicians demonstrated a clear, confident understanding of the patient’s condition; and support by clinicians was given for surrogates’ choices. Surrogates also commented on the hospital and intensive care unit environment, including cleanliness, comfort, privacy, and noise level. Further research is needed to explore how decision-support strategies might include service quality concepts.

scholarly journals PRIMARY CARE QUALITY FROM PROFESSIONALS’ PERSPECTIVE: HEALTH OF CHILDREN AND ADOLESCENTS WITH HIV

2017 ◽  
Vol 26 (2) ◽  
Author(s):  
Graziela Piovesan ◽  
Cristiane Cardoso de Paula ◽  
Luis Felipe Dias Lopes ◽  
Stela Maris de Mello Padoin ◽  
Raquel Einloft Kleinubing ◽  
...  
Keyword(s):  
Primary Care ◽  
Health Care ◽  
Primary Health Care ◽  
Children And Adolescents ◽  
Health Care Quality ◽  
Health Care Service ◽  
Care Quality ◽  
Integration Of Care ◽  
Primary Health ◽  
Care Assessment

ABSTRACT Objective: evaluate, based on the professionals’ experience, the primary health care quality in home cities of children and adolescents with HIV, treated at a specialized service. Method: cross-sectional study involving 527 professionals in 25 interior cities in Rio Grande do Sul, Brazil, in the first semester of 2014. The Primary Care Assessment Tool was applied. Pearson’s chi-square Test, the Mann Whitney Test and the Poisson Regression were used. Results: the Estratégia Saúde da Família and the primary health care service presented a high score related to the essential attributes: longitudinality (7.17 and 6.74), coordination-integration of care (6.87 and 7.03) and coordination-information systems (8.24 and 8.19); and a low score for the attribute access (3.96 and 3.8). The variables: female gender (0.009), education as general practitioner (<0.001), statutory staff (0.029), coordinator position (0.087) and not having another job (0.027) were also associated with the high score. Conclusion: the coverage of the Estratégia Saúde da Família needs to be expanded and structural and organizational shortages in the access need to be overcome.

Self-reported patient experience and quality of care among elderly patients with colon cancer.

2020 ◽  
Vol 38 (4_suppl) ◽  
pp. 33-33 ◽  
Author(s):  
Rebecca A Snyder ◽  
Rebecca Wardrop ◽  
Alexander Mclain ◽  
Alexander A. Parikh ◽  
Anna Cass
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Cancer Care ◽  
Health Care Quality ◽  
Care Quality ◽  
Stage I ◽  
Stage Iii ◽  
Experience Of Care ◽  
Patient Reported

33 Background: Although studies have identified demographic and clinical factors associated with quality colorectal cancer care, the association between patient-reported experience of care and quality of care is unknown. Our primary aim was to assess the relationship between patient-reported experience of care and receipt of guideline-concordant colon cancer (CC) treatment. Methods: Fee-For-Service Medicare beneficiaries with resected stage I-III CC (2003-2013) were identified in the linked SEER registry and Consumer Assessment of Healthcare Providers and Systems patient experience survey (SEER-CAHPS) dataset. Patient-reported ratings were compared based on receipt of care consistent with recommended treatment guidelines [resection of ≥ 12 lymph nodes (LN) (stage I-III) and receipt of adjuvant chemotherapy (stage III)]. Linear regression was performed to compare mean patient experience scores by receipt of guideline concordant care, adjusting for patient and hospital factors. Results: 1010 patients with stage I-III CC were identified (mean age 76.7, SE 6.9). Of these, 58.4% of stage I (n = 192/329) and 73.4% of stage II (n = 298/406) patients underwent resection of ≥ 12 LN. Among stage III patients, 76.0% (n = 209/275) underwent resection of ≥ 12 LN and 52.4% (n = 144/275) received adjuvant chemotherapy. By multivariable analysis, patient-reported ratings of health care quality, personal and specialty physicians, customer service, physician communication, getting needed care, and getting care quickly were similar among patients who received guideline-concordant treatment compared to those who did not. However, mean ratings of overall health care quality [91.3 (SE 2.0) vs. 82.4 (SE 1.7), p = 0.0004] and getting needed care [92.8 (SE 2.4) vs. 86.8 (SE 2.0), p = 0.047] were higher among stage III patients who received guideline concordant care compared to those who did not. Conclusions: Patient-reported ratings of health care quality and ability to get needed care are associated with guideline concordant cancer care among elderly patients with stage III CC. Further investigation is needed to determine if patient-reported experience correlates with other clinical measures of quality of colorectal cancer care.

scholarly journals Can Hospital Accreditation Enhance Patient Experience? Longitudinal Evidence from a Hong Kong Hospital Patient Experience Survey

2019 ◽  
Author(s):  
Ellie Bostwick Andres ◽  
Wen Song ◽  
Wei Song ◽  
Janice Mary Johnston
Keyword(s):  
Hong Kong ◽  
Patient Outcomes ◽  
Patient Experience ◽  
Health Care Quality ◽  
Care Quality ◽  
Public Hospitals ◽  
University Teaching ◽  
Parameter Estimates ◽  
Longitudinal Impact ◽  
Hospital Accreditation

Abstract Background Hospital accreditation is expected to improve health care quality and patient satisfaction. However, little and conflicting evidence is currently available to support its effect on patient outcomes, particularly patient experience. Hong Kong recently launched a pilot programme to test an infrastructure for accreditation of both private and public hospitals with the Australian Council on Healthcare Standards. This study aims to evaluate the longitudinal impact of hospital accreditation on patient experience in a publicly-funded university teaching hospital in Hong Kong. Methods Three cross-sectional surveys were conducted at three time points: nine months pre- accreditation as baseline (T1), three (T2) and fifteen months (T3) post-accreditation. Acute care inpatients aged 18 to 80 were recruited on the second day of hospital admission to complete the Picker Patient Experience Questionnaire-15 (PPE-15). Baseline data was first compared to the 2005 Hong Kong average for public hospitals using t-tests. Data was then analyzed using ANOVA and multiple linear regression to evaluate differences across the three cross-sections and examine the effect of accreditation over time while controlling for covariates. Results 3,083 patients (T1=896, T2=1093, T3=1094) completed the survey for a response rate of 83.5%, 86.1%, and 83.8%, respectively. The hospital baseline domain and summary patient experience scores differed from the Hong Kong public hospital average obtained from the 2005 Thematic Household Survey. All domain and summary patient experience scores declined (improved) over the study period (T1 to T3). The multiple regression results confirmed the time point score comparisons with declining (improving) parameter estimates for T2 and T3 for all domain and summary scores except the ‘continuity and transition’ domain, for which the declining coefficient was only significant at T3. Conclusions While hospital accreditation has not been shown to improve patient outcomes, this study suggests the accreditation exercise may enhance patient experience. Moreover, it suggests the quality improvement initiatives associated with accreditation may address areas of concern emphasized by Hong Kong patients, such as involvement in care and emotional support from providers.

Patient Experience and Health Care Quality—Reply

2016 ◽  
Vol 176 (10) ◽  
pp. 1575 ◽  
Author(s):  
David Enze Wang ◽  
Yusuke Tsugawa ◽  
Ashish K. Jha
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Quality ◽  
Care Quality

Experiencing health care service quality: through patient's eyes

2015 ◽  
Vol 39 (1) ◽  
pp. 109 ◽  
Author(s):  
Sharon Schembri
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Narrative Analysis ◽  
Care Service ◽  
Health Care Service ◽  
Patients Experience ◽  
Satisfaction Measures ◽  
Patient Stories

Objective The primary aim of the present study was to consider health care service quality from the patients’ perspective, specifically through the patient’s eyes. Method A narrative analysis was performed on 300 patient stories. This rigorous analysis of patient stories is designed to identify and describe health care service quality through patients’ eyes in an authentic and accurate, experiential manner. Results The findings show that there are variant and complex ways that patients experience health care service quality. Conclusion Patient stories offer an authentic view of the complex ways that patients experience health care service quality. Narrative analysis is a useful tool to identify and describe how patients experience health care service quality. Patients experience health care service quality in complex and varying ways. What is known about the topic? Patient satisfaction measures are increasingly used for benchmark and accreditation purposes. Measures of patient satisfaction are considered indicative measures of service quality and quality of care. However, the measurement of patient satisfaction and service quality is not an accurate reflection of what and how patients experience health care. What does this paper add? This paper takes a narrative approach and analyses 300 patient stories to demonstrate the essence of patients’ evaluation of health care service quality. What are the implications for practitioners? Health care service quality is shown to be experienced in various ways. Identifying and describing these different ways of experiencing health care service quality provides practitioners with strategic insight into improving the quality of service they provide outside the realm of objective satisfaction measures. These findings also demonstrate the value in a third-party feedback system.

scholarly journals Examining the Role of Patient Experience Surveys in Measuring Health Care Quality

2014 ◽  
Vol 71 (5) ◽  
pp. 522-554 ◽  
Author(s):  
Rebecca Anhang Price ◽  
Marc N. Elliott ◽  
Alan M. Zaslavsky ◽  
Ron D. Hays ◽  
William G. Lehrman ◽  
...  
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Quality ◽  
Care Quality

scholarly journals Consideration factors of older adults seeking medical treatment at outpatient services in Taiwan

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Chen-I Shih ◽  
Cheng-Chie Weng ◽  
Wei Chen ◽  
Hui-Fei Yang ◽  
Sheng-Yu Fan
Keyword(s):  
Older Adults ◽  
Health Care ◽  
Medical Treatment ◽  
Health Care Quality ◽  
Outpatient Service ◽  
Care Quality ◽  
Medical Professionals ◽  
Outpatient Services ◽  
Structured Interviews ◽  
Selection Factors

Abstract Background Taiwan will become a super-aged society by 2025, leading to the more frequent use of outpatient services by older adults for medical treatment compared with other age groups. Understanding the outpatient service consideration factors of older adults seeking medical treatment can improve health care quality. This study explored the selection factors and crucial considerations of older adults for outpatient services. Methods Qualitative study was conducted. Purposive sampling was used to recruit 16 older adults over 65 years of age with chronic disease who were patients of an internal medicine department and regularly returned for checkups. Data including reasons for receiving medical treatment, factors affecting their choice of hospitals, and health care and environmental considerations were collected through structured interviews. Results The older adults identified four factors. (1) The care of doctors: The doctors possessed professional skill, allocate sufficient consultation time, and undertake effective communication. (2) The care of other medical professionals: Other medical professionals provided services in a cordial manner. (3) The accessibility and convenience of outpatient services: Convenient transportation and registration as well as short consultation wait time. (4) Environment and equipment: The hospital had the novel facilities and satisfactory barrier-free equipment. Conclusions The older adults cared most about the adequacy of diagnosis and treatment by doctors and other medical professionals. In addition, they reported having higher satisfaction with hospitals that provide comprehensive medical facilities, fast and convenient medical procedures, and short wait times.

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