Healthcare Providers’ Impact on the Patient Experience: Is Anyone listening to Improve Quality and Safety

2014 ◽  
Vol 03 (04) ◽  
Author(s):  
Josephine Malfitano
Keyword(s):  
Patient Experience ◽  
Healthcare Providers ◽  
Quality And Safety ◽  
Improve Quality

PATIENTS’ JOURNEY THROUGH INFLAMMATORY BOWEL DISEASE (IBD): A QUALITATIVE STUDY

2021 ◽  
Vol 27 (Supplement_1) ◽  
pp. S53-S54
Author(s):  
Tina Aswani Omprakash ◽  
Norelle Reilly ◽  
Jan Bhagwakar ◽  
Jeanette Carrell ◽  
Kristina Woodburn ◽  
...  
Keyword(s):  
Inflammatory Bowel Disease ◽  
Qualitative Study ◽  
Patient Experience ◽  
Bowel Disease ◽  
Quality Care ◽  
Diagnostic Testing ◽  
Healthcare Providers ◽  
Indeterminate Colitis ◽  
Patient Journey ◽  
Inflammatory Bowel

Abstract Background Inflammatory bowel disease (IBD) is a debilitating intestinal condition, manifesting as Crohn’s disease (CD), ulcerative colitis (UC) or indeterminate colitis (IC). The patient experience is impacted by a lack of awareness from other stakeholders despite growing global disease prevalence. To gain deeper insight of the patient experience, promote quality care, and enhance quality of life, we performed a qualitative study of the patient journey starting from pre-diagnosis through treatment. Methods U.S. patients with IBD were recruited via UC/CD support groups and organizations, social media platforms, blog followers, and personal networks. Participants were screened via an emailed survey and asked to self-identify as medically diagnosed on the basis of reported diagnostic testing. Interviews were conducted by qualitative researchers by phone or web conferencing. Open-ended questions were developed to support and gather information about our learning objectives—primarily, our desire to understand the unique experiences of UC/CD patients in their journey from symptom onset through diagnosis, treatment and maintenance (e.g. “Upon diagnosis, what were your immediate thoughts about the condition?”). This qualitative data were analyzed using Human-Centered Design methodology, including patient typologies (personas), forced temporal zoom (journey maps), forced semantic zoom (stakeholder system mapping), and affinity mapping for pattern recognition of unmet needs. Results A total of 32 patients were interviewed: N=17 CD patients, N=13 UC patients and N=2 IC patients. The interviewed population reflected regional, demographic, and disease-related diversity (Table 1). Five unique, mutually exclusive journeys were identified to understand and classify patient experiences: (1) Journey of Independence, (2) Journey of Acceptance, (3) Journey of Recognition, (4) Journey of Passion and (5) Journey of Determination (Figure 1). Patients with IBD expressed a need for increased awareness, education, and training for providers to shorten the path to diagnosis. Mental health support was found to be a critical gap in care, particularly for major treatment decisions (e.g., surgery). The inclusion of emotional support into the treatment paradigm was perceived as essential to long-term wellness. Patient attitudes and self-advocacy varied on their individual journeys; understanding these journeys may accelerate time to diagnosis and treatment. Conclusion Better understanding of patient journeys can help healthcare providers improve their approach to patient care and coordination.

scholarly journals Translation, adaptation, and validation of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) for use in Japan: A multicenter cross-sectional study

2020 ◽  
Author(s):  
Takuya Aoki ◽  
Yosuke Yamamoto ◽  
Tomoaki Nakata
Keyword(s):  
Patient Experience ◽  
Internal Consistency ◽  
Healthcare Providers ◽  
Internal Consistency Reliability ◽  
Cross Sectional Study ◽  
Sectional Study ◽  
Cross Sectional ◽  
Validity Criterion ◽  
Hospital Consumer Assessment ◽  
Consumer Assessment

Objectives. The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a well-established and internationally recognized scale for measuring patient experience with hospital inpatient care. This study aimed to develop a Japanese version of the HCAHPS and to examine its structural validity, criterion-related validity, and internal consistency reliability. Design. Multicenter cross-sectional study. Setting. A total of 48 hospitals in Japan. Participants. Patients aged ≥ 16 years who were discharged from the participating hospitals. Results. We translated the HCAHPS into Japanese according to the guidelines. Psychometric properties were examined using data from 6,522 patients. A confirmatory factor analysis showed excellent goodness of fit of the same factor structure as that of the original HCAHPS, with the following composites: communication with nurses, communication with doctors, responsiveness of hospital staff, hospital environment, communication about medicines, and discharge information. All hospital-level Pearson correlation coefficients between the Japanese HCAHPS composites and overall hospital rating exceeded the criteria. Results of inter-item correlations indicated adequate internal consistency reliability. Conclusions. We developed the Japanese HCAHPS, and evaluated its structural validity, criterion-related validity, and internal consistency reliability. This scale could be used for quality improvement based on the assessment of patient experience with hospital care and for health services research in Japan.

We Can Trust without Data, But We Are Accountable Only through Measurement

2017 ◽  
pp. 255-270
Author(s):  
Vahé A. Kazandjian
Keyword(s):  
Healthcare Providers ◽  
Quality And Safety ◽  
Policy Makers ◽  
The Core ◽  
Measurement Tools ◽  
Key Dimensions ◽  
Local Traditions ◽  
Analytical Tools ◽  
Probabilistic Nature ◽  
Nature Of Medicine

Traditional expectations about healthcare continue to be challenged by the umbrella concerns about accountability and trust. The core of this challenge is two-fold: healthcare providers have seen the absolute trust placed into their intentions and practices erode through the quantification of quality and safety of care, and, the recipients of care have been empowered with timely and specific data to demand accountability rather than unquestionably trust providers. The purpose of this chapter is to review the key dimensions of the operationalization of performance measurement and the translation of its findings to statements about quality and safety of care. The past four decades have seen the continuous discovery and refining of analytical tools to quantify what once was taken for granted: that patients always receive the best care possible. These tools have uncovered the probabilistic nature of medicine and the resulting nature of the relationships outcomes have to processes. Hence the expectations of patients, payers of care and policy makers require being continuously modified to reflect the limitations of medicine and healthcare. The education of various audiences as to what the measures mean not only is a necessary requisite for sound project design but also will determine how the accountability model is shaped in each environment based on the generic measurement tools results, local traditions of care and caring, and expectations about outcomes.

Agency Action: Introducing Control and Flexibility

2020 ◽  
pp. 137-146
Author(s):  
Stephen J. Swensen ◽  
Tait D. Shanafelt
Keyword(s):  
Health Care Professionals ◽  
Quality And Safety ◽  
Improve Quality ◽  
Flexible Work ◽  
Standard Work ◽  
Collaborative Environment ◽  
Degree Of Control ◽  
Good For ◽  
Agency Action ◽  
Mental And Physical Health

There is a healthy tension between standard work, which is controlled, and flexible work. Standardization of processes that improve quality and safety is good for patients. Flexible work in other areas is good for employees’ mental and physical health. Executed properly, standard and flexible work can be complementary. In a collaborative environment, leaders and organizations create increased flexibility for health care professionals when they focus more on outcomes than on specific processes. How decisions are made at all levels of the organization substantially determines the degree of control and flexibility in the workplace.

Multi-institutional Learning and Collaboration to Improve Quality and Safety

2017 ◽  
pp. 715-722
Author(s):  
Julie K. Johnson ◽  
Christina A. Minami ◽  
Allison R. Dahlke ◽  
Karl Y. Bilimoria
Keyword(s):  
Quality And Safety ◽  
Improve Quality ◽  
Institutional Learning ◽  
Learning And Collaboration

scholarly journals Correlation of Provider Burnout With Patient Experience

2020 ◽  
Vol 7 (6) ◽  
pp. 931-936
Author(s):  
Kathleen E McKee ◽  
Andrea Tull ◽  
Marcela G del Carmen ◽  
Susan Edgman-Levitan
Keyword(s):  
Patient Experience ◽  
Healthcare Providers ◽  
Maslach Burnout Inventory ◽  
Integrated Approach ◽  
Routine Care ◽  
Urgent Care ◽  
Physician Burnout ◽  
Care Appointment ◽  
Consumer Assessment ◽  
Improve Patient

Initiatives to mitigate physician burnout and improve patient experience occur largely in isolation. At the level of the department/division, we found lower physician burnout was associated with a more positive patient experience. Physician Maslach Burnout Inventory data and patient Consumer Assessment of Healthcare Providers and Systems Clinician and Group experience scores were significantly correlated with 5 of 12 patient experience questions: “Got Routine Care Appointment” (−0.632, P = .001), “Recommend Provider” (−0.561, P = .005), “Provider Knew Medical History” (−0.532, P = .009), “Got Urgent Care Appointment” (−0.518, P = .014), and “Overall Rating” (−0.419, P = .047). These correlations suggest burnout and experience might be better addressed in tandem. Principles to guide an integrated approach are suggested.

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