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.

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.

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 Public Hospitals in China: Is There a Variation in Patient Experience with Inpatient Care

2019 ◽  
Vol 16 (2) ◽  
pp. 193 ◽  
Author(s):  
Wenhua Wang ◽  
Ekaterina Loban ◽  
Emilie Dionne
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Inpatient Care ◽  
Health Care Quality ◽  
Public Hospital ◽  
Care Quality ◽  
Public Hospitals ◽  
Income Quintile ◽  
Patient Centeredness ◽  
Geographical Regions

In China, public hospitals are the main provider of inpatient service. The Chinese public hospital reform has recently shifted towards health care organizations and delivery to improve health care quality. This study analyzes the variation of one of the dimensions of health care quality, patient-centeredness, among inpatients with different socioeconomic status and geographical residency in China. 1471 respondents who received inpatient care in public hospitals were included in our analysis. Patient-centeredness performance was assessed on the dimensions of Communication, Autonomy, Dignity, and Confidentiality. Variations of inpatient experience were estimated using binary logistic regression models according to: residency, region, age, gender, education, income quintile, self-rated health, and number of hospital admissions. Our results indicate that older patients, and patients living in rural areas and Eastern China are more likely to report positive experience of their public hospital stay according to the care aspects of Dignity, Communication, Confidentiality and Autonomy. However, there remains a gap between China and other countries in relation to inpatient experience. Noticeable disparities in inpatient experience also persist between different geographical regions in China. These variations of patient experience pose a challenge that China’s health policy makers would need to consider in their future reform efforts.

scholarly journals Waiting time in public hospitals: case study of total joint replacement in Hong Kong

2018 ◽  
Vol 21 (2) ◽  
pp. 120-133 ◽  
Author(s):  
Yee-man Tsui ◽  
Ben Y.F. Fong
Keyword(s):  
Hong Kong ◽  
Waiting Time ◽  
Joint Replacement ◽  
Process Management ◽  
Emergency Services ◽  
Total Joint Replacement ◽  
Care Quality ◽  
Public Hospitals ◽  
Content Type

Purpose The purpose of this paper is to review the causes of long waiting time in Hong Kong public hospitals and to suggest solutions in the service, organisational, systems, financial and policy perspectives. Design/methodology/approach The paper is a review of waiting time of public hospital services. Total joint replacement, which is one of the elective surgeries in public hospitals, is presented as a case study. Findings The average waiting time of semi-urgent and non-urgent patients in the accident and emergency departments of public hospitals is two hours, and that of specialist outpatient (SOP) clinics is from 1 to 144 weeks. For total joint replacement, it is from 36 to 110 months. Measures like Government subsidisation programme for the replacement surgery and employing adequate physiotherapists, Chinese medicine practitioners, clinical psychologists and nurses to reduce the waiting time are suggested. Issues concerning the healthcare system of Hong Kong, such as structural reform, service delivery model, primary care, quality and process management, and policy reviews, are also discussed. Originality/value The ‬over-reliance of public services has resulted in long waiting time in public hospitals in Hong Kong, particularly in the emergency services and SOP clinics. However, the consequences of long waiting period for surgical operations, though much less discussed by the media and public, can be potentially detrimental to the patients and families, and may result in more burdens to the already stretched public hospitals‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬.

Hospital Charge and Health-Care Quality in Bariatric Surgery

2017 ◽  
Vol 83 (2) ◽  
pp. 170-175
Author(s):  
Dana A. Telem ◽  
Jie Yang ◽  
Maria Altieri ◽  
Mark Talamini ◽  
Qiao Zhang ◽  
...  
Keyword(s):  
Bariatric Surgery ◽  
Patient Outcomes ◽  
Health Care Quality ◽  
Operative Procedure ◽  
Multiple Linear Regression Model ◽  
Hospital Charge ◽  
Care Quality ◽  
Hospital Charges ◽  
Price Inflation ◽  
Significant Difference

To determine if hospital charges correlate with patient outcomes after bariatric surgery. A retrospective review of 46,180 patients who underwent bariatric surgery from 2004-2010 was performed. Patients were identified using the New York Statewide Planning and Research Cooperative System database. Hospitals were categorized on estimates from a multiple linear regression model for charge: low (<$25,027.00), medium ($25,027.00–$35,449.00), and high (≥$35,449.01). Patient outcomes were compared among the charge classification. Of the 46,180 patients, 24 per cent underwent operations in low-, 26 per cent in medium-, and 23,082 (50%) in high-charge hospitals. Controlling for patient demographics, comorbidity, insurance, and operative procedure, multivariable logistic regression demonstrated no significant difference in major complication or mortality among charges. Hospital charge does not correlate with improved outcomes. This is significant given the adverse association between price inflation and rising insurance premiums. Inflated hospital charges may also discriminate against certain patient populations including the uninsured and those with high-deductible insurance plans.

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.

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

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 Understanding the Patient Experience: A Conceptual Framework

2020 ◽  
Vol 7 (6) ◽  
pp. 906-910
Author(s):  
Patrick Oben
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Services ◽  
Health Care Quality ◽  
Human Experience ◽  
Care Quality ◽  
Clear Understanding ◽  
Policy Makers ◽  
Care Services ◽  
Definition Of

The patient experience is now globally recognized as an independent dimension of health-care quality. However, although patients, providers, health-care managers, and policy-makers agree on its importance, there is no standardized definition of the patient experience. A clear understanding of the basic concepts that make up the foundation of the patient experience is more important than a statement defining the patient experience. The fundamental nature of health care involves people taking care of other people in unique times of distress. Thus, the human experience is at the very core of understanding what the patient experience is. This article reviews a framework of the basic human experience of patients as they progress from being unique, healthy individuals to a state of experiencing both disease and health-care services. This novel framework naturally leads to a basic understanding of the patient experience as a human experience of health-care services.

Patient Experience and Health Care Quality

2016 ◽  
Vol 176 (10) ◽  
pp. 1575 ◽  
Author(s):  
Stephen Trzeciak ◽  
Anthony J. Mazzarelli
Keyword(s):  
Health Care ◽  
Patient Experience ◽  
Health Care Quality ◽  
Care Quality
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