Patient-centered communication: an extension of the HCAHPS survey

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shahidul Islam ◽  
Nazlida Muhamad
Keyword(s):  
Service Quality ◽  
Gap Analysis ◽  
Healthcare Providers ◽  
Measurement Model ◽  
Patient Centered Care ◽  
Emerging Economy ◽  
Patient Centered ◽  
Affective Communication ◽  
Content Type ◽  
Centered Care

PurposeThe Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has been recognized as a “gold standard” set of “practical standardized measures” for assessing hospital service quality. Beginning with the HCAHPS, the purpose of this paper is to extend efforts to assess patient-centered communication (PCC) and the quality of healthcare and presents a scale for measuring patient perceptions and expectations of service quality in an emerging economy context.Design/methodology/approachA self-administered survey of patients in private hospitals (N = 171) was conducted to test the proposed framework. Exploratory and confirmatory factor analyses were used to establish the measurement model. Multiple regression analysis was used to explain the scale's predictive ability. ANOVA was used to analyze service quality gaps and rank patients' priorities.FindingsFive components of PCC are identified. Among these, nurse affective communication has a significant positive effect on patient satisfaction. The gap analysis shows that patients have high expectations for doctors' affective communication, while they perceive a low level of service performance in the realm of nurse affective communication. The study highlights a new means of measuring “reliability” in healthcare. Important findings on patients' priorities are evaluated and discussed.Practical implicationsHealthcare organizations and practitioners can improve patient-centered care by stressing the dimensions of PCC, including clinicians' affective and instrumental communication.Originality/valueThe study expands the understanding of HCAHPS instruments in an emerging economy context and opens avenues for more widespread use of the measures. The research contributes to the literature on patient-centered care and healthcare service quality by proposing a scale for managing specific practices and interactions in healthcare.

Thoughts About Meanings of Compliance, Adherence, and Concordance

2020 ◽  
Vol 33 (4) ◽  
pp. 358-360
Author(s):  
Jacqueline Fawcett
Keyword(s):  
Conceptual Model ◽  
Patient Autonomy ◽  
Healthcare Providers ◽  
Patient Centered Care ◽  
Patient Centered ◽  
Or Groups ◽  
Health Related Behaviors ◽  
Centered Care ◽  
Health Related

The purpose of this essay is to explore the meanings of the widely used terms compliance and adherence and the less widely used term concordance and to raise questions about the appropriateness of these terms when used to describe individuals’ or groups’ health-related behaviors. Discussion focuses on how recognition of how the meanings of these terms has uncovered the failure to honor nursing’s emphasis on person/patient-centered care due to power imbalances between healthcare providers and patents and the subsequent lack of patient autonomy. Consideration of these problems with existing terms could facilitate identification of a potentially more appropriate term based on the language of a nursing conceptual model and/or theory.

scholarly journals EFFECT OF PATIENT-CENTERED CARE ON SERVICE QUALITY AND SATISFACTION LEVEL OF BPJS INPATIENTS IN BAPTIST HOSPITAL BATU

2018 ◽  
Vol 16 (1) ◽  
pp. 89-100
Author(s):  
Estri Aditya Pradani ◽  
◽  
Fatchur Rohman ◽  
Siswanto Siswanto ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Patient Centered Care ◽  
Satisfaction Level ◽  
Patient Centered ◽  
Centered Care ◽  
Baptist Hospital

State of IS Integration in the Context of Patient-Centered Care

2011 ◽  
Vol 6 (1) ◽  
pp. 1-18 ◽  
Author(s):  
Ali Reza Montazemi ◽  
Jeff J. Pittaway ◽  
Karim Keshavjee
Keyword(s):  
Information Exchange ◽  
Information Needs ◽  
Treatment Plan ◽  
Healthcare Providers ◽  
Patient Centered Care ◽  
Personal Contact ◽  
Patient Centered ◽  
Centered Care ◽  
Knowledge Asymmetry ◽  
Is Integration

For more than a decade, healthcare reform has emphasized coordinated “patient-centered care”. To that end, policymakers have invested in integration of healthcare providers’ information flows. Research has studied healthcare providers’ information needs but overlooked communicative exchanges among participants in coordinating treatment plan decisions. Consequently, although medical literature asserts that patients should depend on information exchange with healthcare providers to enable participation in treatment plan decisions, the assertion has not been tested. In this paper, the authors conduct an empirical study to elucidate the structure of actors’ communications in support of their information dependencies. The findings illustrate that although patients are well connected through personal contact with healthcare providers, patients are disenfranchised from integrated healthcare information systems (IS) and the potential of IS to support patients’ participation in coordinated “patient-centered care” decisions. Furthermore, knowledge asymmetry between patients and healthcare providers should be considered in the selection and design of healthcare IS.

State of IS Integration in the Context of Patient-Centered Care

2013 ◽  
pp. 127-144
Author(s):  
Ali Reza Montazemi ◽  
Jeff J. Pittaway ◽  
Karim Keshavjee
Keyword(s):  
Information Exchange ◽  
Information Needs ◽  
Treatment Plan ◽  
Healthcare Providers ◽  
Patient Centered Care ◽  
Personal Contact ◽  
Patient Centered ◽  
Centered Care ◽  
Knowledge Asymmetry ◽  
Is Integration

For more than a decade, healthcare reform has emphasized coordinated “patient-centered care”. To that end, policymakers have invested in integration of healthcare providers’ information flows. Research has studied healthcare providers’ information needs but overlooked communicative exchanges among participants in coordinating treatment plan decisions. Consequently, although medical literature asserts that patients should depend on information exchange with healthcare providers to enable participation in treatment plan decisions, the assertion has not been tested. In this paper, the authors conduct an empirical study to elucidate the structure of actors’ communications in support of their information dependencies. The findings illustrate that although patients are well connected through personal contact with healthcare providers, patients are disenfranchised from integrated healthcare information systems (IS) and the potential of IS to support patients’ participation in coordinated “patient-centered care” decisions. Furthermore, knowledge asymmetry between patients and healthcare providers should be considered in the selection and design of healthcare IS.

Patient-Centered Care: Lifestyle Modifications Among Adult Participants With Dyslipidemia

2019 ◽  
Vol 12 (1) ◽  
pp. 31-40
Author(s):  
Gulenia E. Rikabi ◽  
Lachel J. Story ◽  
Kamal Rikabi
Keyword(s):  
Heart Disease ◽  
Healthcare Providers ◽  
Plasma Lipid ◽  
Patient Centered Care ◽  
Health Clinic ◽  
Healthy Living ◽  
Lifestyle Modifications ◽  
Patient Centered ◽  
Clinical Interventions ◽  
Centered Care

BackgroundDyslipidemia, a risk factor for coronary heart disease (CHD), is a burden due to morbidity, mortality, and CHD-related costs. Patient-centered clinical interventions improve adherence to lifestyle modifications among adults with dyslipidemia.ObjectiveThe study's objectives were to (a) promote participants' safety through increased knowledge on the risks and prevention of CHD, (b) help participants identify their own barriers to lifestyle modifications, and (c) develop strategies with participants on individualized plans to adhere to healthy living.MethodsSeventeen participants with dyslipidemia enrolled in a quality improvement over 6 weeks. Participants were from one employee health clinic in Mississippi. Measures are Heart Disease Fact Questionnaire (HDFQ), Framingham Tool, pre- and poststudy lipid panels, and physiologic measurements. Interventions include motivational technique-led interviews as a tool for behavioral change.ResultsPre- and post-HDFQ responses indicated an 18% increase in knowledge attainment because of the patient-centered care interventions. Postinterventions, mean plasma lipid panels were 29% lower, weight loss ranged from 0 to 10.1 pounds, and body mass indexes were 0.4 to 1.2 less. Blood pressures (BPs) preintervention ranged from 120/70 to 159/89. Postinterventions BP ranged from 107/82 to 146/70.ConclusionsPatient-centered clinical interventions improve management of dyslipidemia through increased knowledge on risks and prevention of CHD and also through finding own barriers to healthy living.ImplicationsHealthcare providers can make a difference in people's lives through exploring the unhealthy behaviors and discovering ways for better health outcomes.

Development of a Measure to Assess Healthcare Providers’ Implementation of Patient-Centered Care

2014 ◽  
Vol 11 (4) ◽  
pp. 248-257 ◽  
Author(s):  
Souraya Sidani ◽  
Laura Collins ◽  
Patti Harbman ◽  
Kathleen MacMillan ◽  
Scott Reeves ◽  
...  
Keyword(s):  
Healthcare Providers ◽  
Patient Centered Care ◽  
Patient Centered ◽  
Centered Care

scholarly journals The rhetoric and reality of integrated patient-centered care for healthcare providers: An ethnographic exploration of epilepsy care in Ireland

2019 ◽  
Vol 94 ◽  
pp. 87-92 ◽  
Author(s):  
John-Paul Byrne ◽  
Robert Power ◽  
Rachel Kiersey ◽  
Jarlath Varley ◽  
Colin P. Doherty ◽  
...  
Keyword(s):  
Healthcare Providers ◽  
Patient Centered Care ◽  
Patient Centered ◽  
Centered Care

Case management service quality and patient-centered care

2020 ◽  
Vol 34 (5) ◽  
pp. 551-568
Author(s):  
Sandun Perera ◽  
Beverly Waller Dabney
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Case Management ◽  
Predictive Model ◽  
Gap Analysis ◽  
Patient Expectations ◽  
Hospital Inpatient ◽  
Patient Centered ◽  
Content Type ◽  
Management Services

PurposeProviding care that is patient-centered is an important objective in the modern healthcare industry. Despite this objective, hospital inpatient case managers and the services they provide are evaluated routinely without including patients' perspectives. Therefore, the purpose of this study is to fill this research gap by using patient expectations and perceptions to assess the overall quality of and patient satisfaction with hospital case management services.Design/methodology/approachThis paper investigates five dimensions of case management services – reliability, responsiveness, assurance, empathy and tangibles – and how they affect overall quality and patient satisfaction. Study surveys are based on the SERVQUAL instrument. Survey data from a cross-sectional sample of 67 inpatients are analyzed using principal component analysis, confirmatory factor analysis, GAP analysis and a predictive model.FindingsThe preliminary part of the study identifies “tangibles” and “nontangibles” – reliability, responsiveness, assurance and empathy – as the main components. Among these two components, only nontangibles have a positive and significant effect on both quality and patient satisfaction according to patient perspectives. GAP analysis indicates that gaps between patient expectations and perceptions of reliability and assurance are significant. Finally, the proposed predictive model reveals that gaps in assurance have a significant impact on both overall quality and satisfaction, while gaps in empathy have a significant impact on satisfaction, but not overall quality.Originality/valueStudies on service quality at the case manager level are limited. This study is the first in this domain to evaluate quality and satisfaction from the patient perspective.

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