Patient and provider experiences with relationship, information, and management continuity

From 2003 to 2014, the Health Quality Council of Alberta (HQCA) monitored patient experiences with healthcare services through a biennial Satisfaction and Experience with Healthcare Services (SEHCS) survey. The findings consistently showed a direct link between coordination of care, an aspect of con...

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Autores principales:	Jeanette Jackson, Gail MacKean, Tim Cooke, Markus Lahtinen
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2017
Materias:	continuity of care patient and provider experience primary healthcare teamwork communication quality improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/0ccb42e297154ae58dfd49d29b91e314
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spelling	oai:doaj.org-article:0ccb42e297154ae58dfd49d29b91e3142021-11-15T04:22:14ZPatient and provider experiences with relationship, information, and management continuity2372-0247https://doaj.org/article/0ccb42e297154ae58dfd49d29b91e3142017-11-01T00:00:00Zhttps://pxjournal.org/journal/vol4/iss3/8https://doaj.org/toc/2372-0247From 2003 to 2014, the Health Quality Council of Alberta (HQCA) monitored patient experiences with healthcare services through a biennial Satisfaction and Experience with Healthcare Services (SEHCS) survey. The findings consistently showed a direct link between coordination of care, an aspect of continuity of care, and healthcare outcomes. Specifically, it showed that better coordination is linked to positive outcomes; the reverse is also true. Given the critical role continuity of care plays in the healthcare system, the HQCA conducted in-depth interviews, interactive feedback sessions and focus groups with patients and providers to explore factors that influence both seamless and fragmented patient journeys. Continuity of care refers to “the degree to which a series of discrete healthcare events is experienced as coherent and connected and consistent with the patient’s healthcare needs and personal context”. Reviews of international literature have identified three major subtypes of continuity across healthcare settings: relationship, information, and management continuity. This study showed that from the patient perspective, relationship continuity is most valued and is foundational for experiencing information and management continuity. A trusting, patient-centred, and respectful relationship with a primary healthcare provider is central to this. From the provider perspective, information continuity is most important. Primary care providers get frustrated if information is withheld or delayed, and if other providers change treatment plans or medications. Patients highly value timely access to their own information. They also value having enough time during an appointment with a family doctor who listens and communicates effectively. Both patients and providers value and benefit from management continuity, which was described by many as a partnership or shared responsibility for managing and coordinating healthcare services. Future conversations about health system design should focus on how all providers and services can work together, and engage patients, to co-design a system that is built around patient-centred relationships.Jeanette JacksonGail MacKeanTim CookeMarkus LahtinenThe Beryl Institutearticlecontinuity of carepatient and provider experienceprimary healthcareteamworkcommunicationquality improvementMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	continuity of care patient and provider experience primary healthcare teamwork communication quality improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	continuity of care patient and provider experience primary healthcare teamwork communication quality improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270 Jeanette Jackson Gail MacKean Tim Cooke Markus Lahtinen Patient and provider experiences with relationship, information, and management continuity
description	From 2003 to 2014, the Health Quality Council of Alberta (HQCA) monitored patient experiences with healthcare services through a biennial Satisfaction and Experience with Healthcare Services (SEHCS) survey. The findings consistently showed a direct link between coordination of care, an aspect of continuity of care, and healthcare outcomes. Specifically, it showed that better coordination is linked to positive outcomes; the reverse is also true. Given the critical role continuity of care plays in the healthcare system, the HQCA conducted in-depth interviews, interactive feedback sessions and focus groups with patients and providers to explore factors that influence both seamless and fragmented patient journeys. Continuity of care refers to “the degree to which a series of discrete healthcare events is experienced as coherent and connected and consistent with the patient’s healthcare needs and personal context”. Reviews of international literature have identified three major subtypes of continuity across healthcare settings: relationship, information, and management continuity. This study showed that from the patient perspective, relationship continuity is most valued and is foundational for experiencing information and management continuity. A trusting, patient-centred, and respectful relationship with a primary healthcare provider is central to this. From the provider perspective, information continuity is most important. Primary care providers get frustrated if information is withheld or delayed, and if other providers change treatment plans or medications. Patients highly value timely access to their own information. They also value having enough time during an appointment with a family doctor who listens and communicates effectively. Both patients and providers value and benefit from management continuity, which was described by many as a partnership or shared responsibility for managing and coordinating healthcare services. Future conversations about health system design should focus on how all providers and services can work together, and engage patients, to co-design a system that is built around patient-centred relationships.
format	article
author	Jeanette Jackson Gail MacKean Tim Cooke Markus Lahtinen
author_facet	Jeanette Jackson Gail MacKean Tim Cooke Markus Lahtinen
author_sort	Jeanette Jackson
title	Patient and provider experiences with relationship, information, and management continuity
title_short	Patient and provider experiences with relationship, information, and management continuity
title_full	Patient and provider experiences with relationship, information, and management continuity
title_fullStr	Patient and provider experiences with relationship, information, and management continuity
title_full_unstemmed	Patient and provider experiences with relationship, information, and management continuity
title_sort	patient and provider experiences with relationship, information, and management continuity
publisher	The Beryl Institute
publishDate	2017
url	https://doaj.org/article/0ccb42e297154ae58dfd49d29b91e314
work_keys_str_mv	AT jeanettejackson patientandproviderexperienceswithrelationshipinformationandmanagementcontinuity AT gailmackean patientandproviderexperienceswithrelationshipinformationandmanagementcontinuity AT timcooke patientandproviderexperienceswithrelationshipinformationandmanagementcontinuity AT markuslahtinen patientandproviderexperienceswithrelationshipinformationandmanagementcontinuity
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Patient and provider experiences with relationship, information, and management continuity

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