Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period

As the mother of a 28-year-old son with cerebral palsy and hydrocephalus, and as a healthcare consultant focused on patient experience and professional development, I have a unique perspective and skill set. Recently he experienced symptoms that included an excruciating headache, neck pain and letha...

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Autor principal:	Laura Miller
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2019
Materias:	patient experience patient- and family-centered care quality of care health literacy healthcare communication Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/20f18a5216e84e16bee9e34292d61e29
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spelling	oai:doaj.org-article:20f18a5216e84e16bee9e34292d61e292021-11-15T04:28:53ZIs it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period2372-0247https://doaj.org/article/20f18a5216e84e16bee9e34292d61e292019-11-01T00:00:00Zhttps://pxjournal.org/journal/vol6/iss3/3https://doaj.org/toc/2372-0247As the mother of a 28-year-old son with cerebral palsy and hydrocephalus, and as a healthcare consultant focused on patient experience and professional development, I have a unique perspective and skill set. Recently he experienced symptoms that included an excruciating headache, neck pain and lethargy. Fearing his ventriculoperitoneal shunt had malfunctioned, he went to the emergency room and was later admitted on the neuro inpatient floor for a three-day hospitalization. His original shunt had been placed in 1991, and he never had an issue with until August 2018. While in the hospital, he was informed that he was no longer shunt-dependent and that his headaches were a result of a pulled muscle in his neck, which would eventually resolve itself. He was discharged from the hospital with over-the-counter pain medicine for his neck pain and sent home. Thirteen days later, he was admitted to a different healthcare system, where the condition was quickly identified as hydrocephalus due to a shunt malfunction; neurosurgery was emergently performed, resulting in a six-day stay. These two hospitalizations, in such a short amount of time, provided completely different patient and family experiences, not to mention completely different clinical outcomes. When the patient satisfaction survey arrived in his mailbox following both hospitalizations, his survey answers were drastically different. This article will share examples of how healthcare professionals can positively impact the patient and family experience, even when the medical outcomes are not optimal, and how those interactions can positively impact patient satisfaction scores. <strong>Experience Framework</strong> This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Quality%20%26%20Clinical%20Excellence%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-QualityClinicalExcellence">Access other resources</a> related to this lens.</li> </ul>Laura MillerThe Beryl Institutearticlepatient experiencepatient- and family-centered carequality of carehealth literacyhealthcarecommunicationMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2019)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience patient- and family-centered care quality of care health literacy healthcare communication Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience patient- and family-centered care quality of care health literacy healthcare communication Medicine (General) R5-920 Public aspects of medicine RA1-1270 Laura Miller Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
description	As the mother of a 28-year-old son with cerebral palsy and hydrocephalus, and as a healthcare consultant focused on patient experience and professional development, I have a unique perspective and skill set. Recently he experienced symptoms that included an excruciating headache, neck pain and lethargy. Fearing his ventriculoperitoneal shunt had malfunctioned, he went to the emergency room and was later admitted on the neuro inpatient floor for a three-day hospitalization. His original shunt had been placed in 1991, and he never had an issue with until August 2018. While in the hospital, he was informed that he was no longer shunt-dependent and that his headaches were a result of a pulled muscle in his neck, which would eventually resolve itself. He was discharged from the hospital with over-the-counter pain medicine for his neck pain and sent home. Thirteen days later, he was admitted to a different healthcare system, where the condition was quickly identified as hydrocephalus due to a shunt malfunction; neurosurgery was emergently performed, resulting in a six-day stay. These two hospitalizations, in such a short amount of time, provided completely different patient and family experiences, not to mention completely different clinical outcomes. When the patient satisfaction survey arrived in his mailbox following both hospitalizations, his survey answers were drastically different. This article will share examples of how healthcare professionals can positively impact the patient and family experience, even when the medical outcomes are not optimal, and how those interactions can positively impact patient satisfaction scores. <strong>Experience Framework</strong> This article is associated with the Quality & Clinical Excellence lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework">http://bit.ly/ExperienceFramework</a>) <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Quality%20%26%20Clinical%20Excellence%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-QualityClinicalExcellence">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Laura Miller
author_facet	Laura Miller
author_sort	Laura Miller
title	Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
title_short	Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
title_full	Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
title_fullStr	Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
title_full_unstemmed	Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
title_sort	is it fair to compare? a patient and family experience of two healthcare systems and neurosurgical teams within a two-week period
publisher	The Beryl Institute
publishDate	2019
url	https://doaj.org/article/20f18a5216e84e16bee9e34292d61e29
work_keys_str_mv	AT lauramiller isitfairtocompareapatientandfamilyexperienceoftwohealthcaresystemsandneurosurgicalteamswithinatwoweekperiod
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Is it fair to compare? A patient and family experience of two healthcare systems and neurosurgical teams within a two-week period

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