scholarly journals COVID-19 Pandemic Accelerates Need to Improve Online Patient Engagement Practices to Enhance Patient Experience

2020 ◽  
Vol 7 (5) ◽  
pp. 657-664
Author(s):  
Melanie A Meyer
Keyword(s):  
Patient Experience ◽  
Patient Engagement ◽  
Digital Health ◽  
Rapid Change ◽  
Great Majority ◽  
Patient Experiences ◽  
Online Health Information ◽  
Global Pandemic ◽  
Care Processes ◽  
Value Based Care

The COVID-19 pandemic has led to rapid change in health care, accelerating the use of digital health services, including telehealth. Moreover, growth in value-based care has compelled consumers to become more engaged in care processes. It has also provided opportunities to enhance patient experiences by increasing patients’ access to online health information and services. This study assessed online patient engagement practices for 6 common patient touchpoints by reviewing the websites of the top 32 hospitals, including the top 10 children’s hospitals. The great majority of these hospitals provided some information related to these patient touchpoints. However, the scope and extent of task automation varied significantly and many options were not convenient. Based on this study, it is clear that patient experience can be enhanced by improving online patient engagement, particularly during the current global pandemic.

scholarly journals Giving Voice to Patients Through Interviews and Qualitative Analysis- A Pilot Study

2020 ◽  
Author(s):  
Matthew H Loxton ◽  
Ebele Okoli
Keyword(s):  
Patient Safety ◽  
Patient Experience ◽  
Patient Perspective ◽  
Patient Experiences ◽  
Qualitative Approach ◽  
Patient Journey ◽  
Patient Voice ◽  
Patient Goals ◽  
Care Processes ◽  
Operational Metrics

AbstractModern healthcare is drowning in data, and burdened by quality, safety, financial, and operational metrics, but few relate directly to how patients experiences their care. This has a direct bearing on patient safety, and whether the care they receive meets their needs and goals. As such, a key concept in quality management, is to view all processes in terms of whether, and to what degree, these meet patient goals. However, the literature lacks sufficient specificity on how care processes are seen through the eyes of the patient. A thick account of patient experience of their care processes could provide us with a typology of what patients are seeing, how they conceptualize what they experience, and what risks, issues, and opportunities they can express.To fill a gap in awareness of the patient experience of the radiology processes, we used a mixed methods qualitative approach to elicit the patient view of their radiology experiences, and attempt to develop a typology and insights from the patient voice. We developed a typology of patient experiences of the radiology processes that centered on communication gaps, and reflected opacity, fragility, and unpredictability of administrative and care processes in radiology. Although care and administrative processes were described by participants as well-executed in isolation, from a patient perspective, processes frequently failed to interconnect efficiently or effectively, and did not work well as an end-to-end patient journey. Care processes were described by participants as fragile, solitary, and opaque, and required constant vigilance, supervision, and assistance by patients. Participants described a need for improved communication between radiology staff and patients that focuses on the patient journey and helps to identify and mitigate causes of process opacity and fragility

scholarly journals Categorizing and Rating Patient Complaints: An Innovative Approach to Improve Patient Experience

2021 ◽  
Vol 8 ◽  
pp. 237437352199862
Author(s):  
Stephanie Bayer ◽  
Paul Kuzmickas ◽  
Adrienne Boissy ◽  
Susannah L. Rose ◽  
Mary Beth Mercer
Keyword(s):  
Patient Experience ◽  
Medical Center ◽  
Academic Medical Center ◽  
Patient Experiences ◽  
Innovative Approach ◽  
Satisfaction Survey ◽  
Patient Complaints ◽  
Academic Medical ◽  
Survey Results ◽  
Improve Patient

The Ombudsman Office at a large academic medical center created a standardized approach to manage and measure unsolicited patient complaints, including methods to identify longitudinal improvements, accounting for volume variances, as well as incident severity to prioritize response needs. Data on patient complaints and grievances are collected and categorized by type of issue, unit location, severity, and individual employee involved. In addition to granular data, results are collated into meaningful monthly leadership reports to identify opportunities for improvement. An overall benchmark for improvement is also applied based on the number of complaints and grievances received for every 1000 patient encounters. Results are utilized in conjunction with satisfaction survey results to drive patient experience strategies. By applying benchmarks to patient grievances, targets can be created based on historical performance. The utilization of grievance and complaint benchmarking helps prioritize resources to improve patient experiences.

scholarly journals Managing Cancer Care During the COVID-19 Pandemic: Agility and Collaboration Toward a Common Goal

2020 ◽  
Vol 18 (4) ◽  
pp. 366-369 ◽  
Author(s):  
Masumi Ueda ◽  
Renato Martins ◽  
Paul C. Hendrie ◽  
Terry McDonnell ◽  
Jennie R. Crews ◽  
...  
Keyword(s):  
United States ◽  
Cancer Treatment ◽  
Cancer Care ◽  
Rapid Change ◽  
The United States ◽  
Shared Vision ◽  
Health Crisis ◽  
Global Pandemic ◽  
The Face ◽  
Snohomish County

The first confirmed case of coronavirus disease 2019 (COVID-19) in the United States was reported on January 20, 2020, in Snohomish County, Washington. At the epicenter of COVID-19 in the United States, the Seattle Cancer Care Alliance, Fred Hutchinson Cancer Research Center, and University of Washington are at the forefront of delivering care to patients with cancer during this public health crisis. This Special Feature highlights the unique circumstances and challenges of cancer treatment amidst this global pandemic, and the importance of organizational structure, preparation, agility, and a shared vision for continuing to provide cancer treatment to patients in the face of uncertainty and rapid change.

Policies on Telemedicine-Enhanced Hospital Services

2013 ◽  
pp. 1-14
Author(s):  
Angelo Rossi Mori ◽  
Mariangela Contenti ◽  
Rita Verbicaro
Keyword(s):  
Primary Care ◽  
Quality Of Care ◽  
Patient Engagement ◽  
Health Professionals ◽  
Evaluation Criteria ◽  
Comparative Assessment ◽  
Care Provision ◽  
Conceptual Frame ◽  
Care Processes

Modern telemedicine offers to hospitals a whole range of opportunities to improve the appropriateness of their care provision, to offer new services to primary care and to contribute to patient engagement. In this chapter, the authors briefly discuss their approach to facilitate the collaborative production of region-wide telemedicine roadmaps involving the hospitals, explicitly based on national and regional healthcare strategic priorities. In addition, as an operational contribution to support their approach, they introduce a conceptual frame for evaluating and prioritizing multiple ICT-enhanced innovation interventions, within an all-inclusive plan. The proposed frame captures relevant evaluation criteria belonging to four broad categories: the systemic benefits related to the quality of care; direct economic factors; the cultural viability; and the technological feasibility. As an example, the authors simulate an application of our conceptual frame to the comparative assessment of three kinds of telemedicine-enhanced interventions: (i) to improve the care processes driven by the hospital, (ii) to support health professionals, and (iii) to promote citizen’s engagement.

scholarly journals Evaluating patient experiences in decentralised acute care using the Picker Patient Experience Questionnaire; methodological and clinical findings

2017 ◽  
Vol 17 (1) ◽  
Author(s):  
Ann-Chatrin Linqvist Leonardsen ◽  
Vigdis Abrahamsen Grøndahl ◽  
Waleed Ghanima ◽  
Espen Storeheier ◽  
Anders Schönbeck ◽  
...  
Keyword(s):  
Acute Care ◽  
Patient Experience ◽  
Patient Experiences ◽  
Clinical Findings ◽  
Experience Questionnaire

Managing Your Health Online: Issues in the Selection, Curation, and Sharing of Digital Health Information

2018 ◽  
pp. 433-450
Author(s):  
Elizabeth Sillence ◽  
Pam Briggs
Keyword(s):  
Health Information ◽  
Personal Information ◽  
Digital Health ◽  
Personal Health Information ◽  
Future Research ◽  
Online Health Information ◽  
Personal Health ◽  
Self Disclosure ◽  
Complex Information ◽  
Personal Experiences

It is now easier than ever before to access digital health information. Individuals can monitor and record information about their own health, gather information online, and share personal experiences with those in a similar position. In fact, this shift towards peer-to-peer sharing sites represents a significant change in the way people think about online health information and raises a number of challenges around eHealth and personal information management, including issues of trust, privacy, and self-disclosure. This chapter examines two of those challenges in light of increased peer exchange around health: the sharing of personal health information, and the curation of such a large and complex information resource. It also discusses directions for future research in the field.

scholarly journals Patient experience of hospital care in China: major findings from the Chinese Patient Experience Questionnaire Survey (2016–2018)

BMJ Open ◽  
2019 ◽  
Vol 9 (9) ◽  
pp. e031615 ◽  
Author(s):  
Guangyu Hu ◽  
Yin Chen ◽  
Qiannan Liu ◽  
Shichao Wu ◽  
Jing Guo ◽  
...  
Keyword(s):  
Patient Experience ◽  
Hospital Care ◽  
Patient Experiences ◽  
Chinese Patient ◽  
Care Quality ◽  
Chinese Patients ◽  
Clinical Aspects ◽  
Positive Experience ◽  
Personal Factors ◽  
Experience Questionnaire

ObjectivesChina launched the National Healthcare Improvement Initiative (NHII) in 2015 to improve patient experiences in healthcare. This study aimed to generate evidence of hospital care quality from the patients’ perspective.DesignThis nationwide cross-sectional study interviewed participants from 31 provinces, municipalities and autonomous regions across China.SettingA total of 117 tertiary hospitals in mainland China.Participants48 422 responses from outpatients and 35 957 responses from inpatients were included in this study.Primary outcome measureThe scores of six predefined domains in the Chinese Patient Experience Questionnaire, five of which were designed to reflect specific dimensions of care, and one of which indicated the overall rating.ResultsMore than 80% of the respondents viewed their care experiences as positive. The NHII seems to have had a positive impact, as indicated by the steady, although unremarkable, increase in the patient experience scores over the 2016–2018 period. The Chinese patients generally reported a positive experience with the clinical aspects of care, but reported a less positive experience with the environmental, interpersonal and social services aspects of care. The institutional factors, including region and type of hospital, and personal factors, such as gender, age, education and occupation, were factors affecting the patient experience in China. Humanistic care was the aspect of care with the greatest association with the overall patient experience rating in both the outpatient and inpatient settings.ConclusionsThe national survey indicated an overall positive patient perspective of care in China. Older age, higher education level and formal employment status were found to be correlated with positive care experiences, as were higher levels of economic development of the region, a more generous insurance benefits package and a higher degree of coordinated care. The interpersonal-related initiatives had substantial roles in the improvement of the patient experience. In the regions where farmers and users of traditional Chinese medicine services constitute a greater proportion of the population, improvement of patient experiences for these groups deserves special policy attention.

Emotional Intelligence and Online Healthcare

2019 ◽  
Vol 4 (2) ◽  
pp. 1-14 ◽  
Author(s):  
Khadijeh Roya Rouzbehani
Keyword(s):  
Emotional Intelligence ◽  
Health Information ◽  
Healthcare System ◽  
Online Health Information ◽  
Health It ◽  
The North ◽  
Subjective Satisfaction ◽  
It Systems ◽  
Value Based Care

As the North American healthcare system moves to online value-based care, the importance of engaging patients and families continues to intensify. However, simply engaging patients and families to improve their subjective satisfaction will not be enough for providers who want to maximize value. True optimization entails developing deep and long-term relationships with patients through understanding their needs. This article discusses the result of a research conducted in Canada. Out of 1100 questionnaires which were distributed, 850 valid returns were obtained. The collected data were analyzed using a SPSS 20.0 statistical. The findings indicate that IT healthcare is rapidly growing. However, despite a significant number of initiatives in Canada related to online health information, lack of interoperability remains one of the major challenges in implementing successful health IT systems at this time.

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