scholarly journals The Patient Experience and Patient Satisfaction: Measurement of a Complex Dynamic

2016 ◽  
Vol 21 (1) ◽  
Author(s):  
Bobbie Berkowitz
Keyword(s):  
Patient Satisfaction ◽  
Patient Experience ◽  
Payment Systems ◽  
Contributing Factors ◽  
Complex Dynamic ◽  
Organizational Environments ◽  
Patient’S Experience ◽  
And Performance ◽  
Provision Of Care ◽  
Selection Of

The concept of patient experience is surprisingly complex and generally linked with patient satisfaction. As reimbursement and performance policies have become more normative within healthcare, the patient experience has become a metric to measure payment systems for quality. However, we still have much to learn about the concept of patient experience and its influence on how patients report satisfaction with their care. This article discusses challenges for measurement of the patient experience, such as lack of consistent terminology and multiple contributing factors, by reviewing a brief selection of selected literature to help readers appreciate the complexity of measurement. Several examples from clinical practice will consider regulation, organizational environments, and research that can offer clarity around important factors that impact a patient’s experience and subsequent satisfaction with the provision of care.

Key drivers of patient experience in ambulatory paediatric cardiology

2017 ◽  
Vol 27 (8) ◽  
pp. 1585-1590 ◽  
Author(s):  
Shalini D. Allam ◽  
Mary Mehta ◽  
Bertha Ben Khallouq ◽  
James F. Burrows ◽  
Paul Rosen
Keyword(s):  
Patient Satisfaction ◽  
Patient Outcomes ◽  
Patient Experience ◽  
Increase Patient Satisfaction ◽  
Central Focus ◽  
Patient Satisfaction Survey ◽  
Patient’S Experience ◽  
Key Drivers ◽  
Key Aspects ◽  
Improve Patient

AbstractPatient experience is becoming a central focus of healthcare. A broad range of studies on how to increase patient satisfaction ratings exists; however, they lack the specificity to adequately guide physicians and hospitals on how to improve patient experience. The objective of this study was to define the aspects of patient experience within paediatric cardiologist practices that can serve as predictors of excellent patient satisfaction. From 1 January, 2013 to 28 February, 2015 (26 months), outpatients who visited paediatric cardiologists were asked to complete a 39-question patient satisfaction survey regarding their experience. Surveys were collected over a 26-month period by Press Ganey, an independent provider of patient satisfaction surveys. Participants were asked to rate their experience on a 1–5 Likert-scale: a score of 1 demonstrated a “poor” experience, whereas a score of 5 demonstrated a “very good” experience. This retrospective study of 2468 responses determined that cheerfulness of the practice (r=0.85, p<0.001), a cohesive staff (r=0.83, p<0.001), and a care provider explaining problems and conditions (r=0.81, p<0.001) were key aspects of a paediatric cardiologist’s practice that can be used as predictors of overall patient satisfaction. Awareness of how doctors can personalise a patient’s experience is vital to achieve greater patient satisfaction and, ultimately, better patient outcomes.

Optimal adaptive inspection and maintenance for redundant systems

2021 ◽  
pp. 1748006X2110201
Author(s):  
Chaochao Lin ◽  
Matteo Pozzi
Keyword(s):  
Engineering Systems ◽  
Discounted Cost ◽  
Markov Decision ◽  
Inspection And Maintenance ◽  
And Performance ◽  
Partially Observable ◽  
Series Systems ◽  
Selection Of ◽  
Redundant Systems

Optimal exploration of engineering systems can be guided by the principle of Value of Information (VoI), which accounts for the topological important of components, their reliability and the management costs. For series systems, in most cases higher inspection priority should be given to unreliable components. For redundant systems such as parallel systems, analysis of one-shot decision problems shows that higher inspection priority should be given to more reliable components. This paper investigates the optimal exploration of redundant systems in long-term decision making with sequential inspection and repairing. When the expected, cumulated, discounted cost is considered, it may become more efficient to give higher inspection priority to less reliable components, in order to preserve system redundancy. To investigate this problem, we develop a Partially Observable Markov Decision Process (POMDP) framework for sequential inspection and maintenance of redundant systems, where the VoI analysis is embedded in the optimal selection of exploratory actions. We investigate the use of alternative approximate POMDP solvers for parallel and more general systems, compare their computation complexities and performance, and show how the inspection priorities depend on the economic discount factor, the degradation rate, the inspection precision, and the repair cost.

scholarly journals Association of Emergency Department Waiting Times With Patient Experience in Admitted and Discharged Patients

2021 ◽  
Vol 8 ◽  
pp. 237437352110114
Author(s):  
Andrew Nyce ◽  
Snehal Gandhi ◽  
Brian Freeze ◽  
Joshua Bosire ◽  
Terry Ricca ◽  
...  
Keyword(s):  
Emergency Department ◽  
Length Of Stay ◽  
Patient Experience ◽  
Waiting Times ◽  
Hospital Length ◽  
Short Length ◽  
Hospital Length Of Stay ◽  
Patient’S Experience ◽  
Discharged Patients ◽  
The Impact

Prolonged waiting times are associated with worse patient experience in patients discharged from the emergency department (ED). However, it is unclear which component of the waiting times is most impactful to the patient experience and the impact on hospitalized patients. We performed a retrospective analysis of ED patients between July 2018 and March 30, 2020. In all, 3278 patients were included: 1477 patients were discharged from the ED, and 1680 were admitted. Discharged patients had a longer door-to-first provider and door-to-doctor time, but a shorter doctor-to-disposition, disposition-to-departure, and total ED time when compared to admitted patients. Some, but not all, components of waiting times were significantly higher in patients with suboptimal experience (<100th percentile). Prolonged door-to-doctor time was significantly associated with worse patient experience in discharged patients and in patients with hospital length of stay ≤4 days. Prolonged ED waiting times were significantly associated with worse patient experience in patients who were discharged from the ED and in inpatients with short length of stay. Door-to-doctor time seems to have the highest impact on the patient’s experience of these 2 groups.

scholarly journals A Multiple Criteria Decision Making Method to Weight the Sustainability Criteria of System Selection for Surface Mining

Energies ◽  
2021 ◽  
Vol 14 (11) ◽  
pp. 3066
Author(s):  
Michał Patyk ◽  
Przemysław Bodziony ◽  
Zbigniew Krysa
Keyword(s):  
Decision Making ◽  
Performance Assessment ◽  
Multiple Criteria Decision Making ◽  
Surface Mining ◽  
Open Pit ◽  
Mining Equipment ◽  
Surface Mines ◽  
Mining Conditions ◽  
And Performance ◽  
Selection Of

Selection and assessment of mining equipment used in open pit rock mines relies chiefly on estimates of overall exploitation cost. The rational arrangement of mining equipment and systems comprising loading machines, haul trucks and crushing plants should be preceded by a thorough analysis of technical and economic aspects, such as investment outlays and the costs of further exploitation, which largely determine the costs of mining operations and the deposit value. Additionally, the operational parameters of the mining equipment ought to be considered. In this study, a universal set of evaluation criteria has been developed, and an evaluation method has been applied for the selection of surface mining equipment and the processing system to be operated in specific mining conditions, defined by the user. The objective of this study is to develop and apply the new methodology of multi-criteria selection of open pit rock mining equipment based on multiple criteria decision-making (MCDM) procedures, to enable the optimization of loading, handling and crushing processes. The methodology, underpinned by the principles of MCDM, provides the dedicated ranking procedures, including the ELECTRE III. The applied methodology allows the alternative options (variants) to be ranked accordingly. Ultimately, a more universal methodology is developed, applicable in other surface mines where geological and mining conditions are similar. It may prove particularly useful in selection and performance assessment of mining equipment and process line configurations in mining of low-quality rock deposits. Therefore, we undertook to develop universal criteria and applications for the selection and performance assessment of process machines for surface mines, taking into account environmental aspects as well as deposit quality.

Patient Satisfaction and Short-Term Outcome in Elective Cranial Neurosurgery

Neurosurgery ◽  
2015 ◽  
Vol 77 (5) ◽  
pp. 769-776 ◽  
Author(s):  
Elina Reponen ◽  
Hanna Tuominen ◽  
Juha Hernesniemi ◽  
Miikka Korja
Keyword(s):  
Patient Satisfaction ◽  
Quality Of Care ◽  
Health Status ◽  
Patient Experience ◽  
University Hospital ◽  
Term Outcome ◽  
Major Morbidity ◽  
Patient Reported ◽  
Relationship Of

Abstract BACKGROUND: Patient-reported experience is often used as a measure for quality of care, but no reports on patient satisfaction after cranial neurosurgery exist. OBJECTIVE: To study the association of overall patient satisfaction and surgical outcome and to evaluate the applicability of overall patient satisfaction as a proxy for quality of care in elective cranial neurosurgery. METHODS: We conducted an observational study on the relationship of overall patient satisfaction at 30 postoperative days with surgical and functional outcome (modified Rankin Scale [mRS] score) in a prospective, consecutive, and unselected cohort of 418 adult elective craniotomy patients enrolled between December 2011 and December 2012 at Helsinki University Hospital, Helsinki, Finland. RESULTS: Postoperative overall (subjective and objective) morbidity was present in 194 (46.4%) patients; yet almost 94% of all study patients reported high overall satisfaction. Low overall patient satisfaction at 30 days was not associated with postoperative major morbidity in elective cranial neurosurgery. Dependent functional status (mRS score ≥3) at 30 days, minor infections, poor postoperative subjective overall health status, and patient-reported severe symptoms (double vision, poor balance) may contribute to unsatisfactory patient experience. CONCLUSION: Overall patient satisfaction with elective cranial neurosurgery is high. Even 9 of 10 patients with postoperative major morbidity rated high overall patient satisfaction at 30 days. Overall patient satisfaction may merely reflect patient experience and subjective postoperative health status, and therefore it is a poor proxy for quality of care in elective cranial neurosurgery.

scholarly journals Patient’s experience of psoriatic arthritis: a conceptual model based on qualitative interviews

RMD Open ◽  
2020 ◽  
Vol 6 (3) ◽  
pp. e001321
Author(s):  
Alexis Ogdie ◽  
Kaleb Michaud ◽  
Miroslawa Nowak ◽  
Rachel Bruce ◽  
Sarah Cantor ◽  
...  
Keyword(s):  
Psoriatic Arthritis ◽  
Conceptual Model ◽  
Patient Experience ◽  
Qualitative Interviews ◽  
Signs And Symptoms ◽  
Structured Interviews ◽  
Skin Symptoms ◽  
Patient’S Experience ◽  
Significant Burden

IntroductionPsoriatic arthritis (PsA) is a heterogeneous chronic inflammatory musculoskeletal disorder that manifests as peripheral arthritis, dactylitis, enthesitis and spondylitis. PsA results in significant burden that impacts quality of life of patients. We examined the signs, symptoms and impacts reported by patients with PsA, to characterise the patient experience of PsA and develop a conceptual model representing this patient experience.MethodsSemi-structured interviews were conducted with patients with PsA recruited through the FORWARD databank. Spontaneous and probed signs, symptoms and impacts of PsA were assessed. Patients rated the disturbance of these concepts on their lives using a scale from 0 (‘does not disturb’) to 10 (‘greatly disturbs’). Signs, symptoms and impacts reported by >80% of patients with a disturbance rating of ≥5 were defined as salient concepts. Recruitment continued until concept saturation was achieved.Results19 patients with PsA were interviewed. The interviews elicited 42 symptoms of which 8 had not been identified in a previous literature review encompassing 15 relevant articles. The most salient signs and symptoms elicited in the interviews were joint pain, skin symptoms, stiffness, swollen/inflamed joints and fatigue all with moderate to high disturbance ratings (range: 5.5–7.8). The most salient impacts were sleep disturbance, physical disability, effects on daily activities and feelings of frustration with also moderate to high disturbance ratings (range: 6.1–7.4).ConclusionsThe interviews highlighted the adverse impact PsA has on the patient’s life and may inform on outcome variables or areas suitable to be assessed in PsA studies.

The impact of quality framework application on patients’ satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ayman Abu-Rumman ◽  
Ata Al Shraah ◽  
Faisal Al-Madi ◽  
Tasneem Alfalah
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Patient Experience ◽  
Positive Impact ◽  
Large Hospital ◽  
Content Type ◽  
Strategic Value ◽  
Quality Awards ◽  
Improved Learning ◽  
The Impact

Purpose This study aims to explore if the application of the customer results criteria contained within the King Abdullah II Award for Excellence (KAIIAE) is correlated with high levels of patient satisfaction within a large hospital based in Jordan. Design/methodology/approach Using a mixed methodology, supported by a pragmatist theoretical approach, a satisfaction survey was conducted with patients accessing the hospital as an in-patient across a range of specialities gathering feedback about different aspects of their care. The results were compared with a self-assessment completed by different speciality teams about the existence and maturity of customer result arrangements implemented as a result of the (KAIIAE). Findings The findings confirmed that quality awards such as the KAIIAE can effectively be applied in a health-care setting and can help provide a framework for improving patient experience and satisfaction. A correlation was found with those specialties that self-assessed themselves more highly in terms of these arrangements and the overall levels of patient satisfaction with that specialty, suggesting that the products of working towards the KAIIAE such as establishing effective patient experience monitoring arrangements and improved learning from complaints, has a positive impact on patient satisfaction. Originality/value There are limited studies which focus specifically on customer results and on the use of the KAIIAE more generally. This study therefore makes a valuable contribution in adding to the debate about the strategic value of working towards formal quality improvement models and awards in health-care settings.

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