Defining Patient Experience

In recent years, perceptions of performance and quality of healthcare organizations have begun to move beyond examining the provision of excellent clinical care, alone, and to consider and embrace the patient experience as an important indicator. There is a need to determine the extent to which clea...

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Autores principales:	Jason Wolf, Victoria Niederhauser, Dianne Marshburn, Sherri LaVela
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2014
Materias:	patient experience definition patient experience patient- and family- centered care patient satisfaction continuum of care organization culture patient voice healthcare literature synthesis definitions domains constructs Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/2514c40d17844e97b76e4925f82789c4
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record_format	dspace
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience definition patient experience patient- and family- centered care patient satisfaction continuum of care organization culture patient voice healthcare literature synthesis definitions domains constructs Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience definition patient experience patient- and family- centered care patient satisfaction continuum of care organization culture patient voice healthcare literature synthesis definitions domains constructs Medicine (General) R5-920 Public aspects of medicine RA1-1270 Jason Wolf Victoria Niederhauser Dianne Marshburn Sherri LaVela Defining Patient Experience
description	In recent years, perceptions of performance and quality of healthcare organizations have begun to move beyond examining the provision of excellent clinical care, alone, and to consider and embrace the patient experience as an important indicator. There is a need to determine the extent to which clear and formal definitions exist, have common overarching themes, and/or have unique, but important constructs that should be considered more widely. In this article, we provide a 14-year synthesis of existing literature and other sources (2000-2014) that have been used to define patient experience. A total of 18 sources (articles or organizational websites) were identified that provided a tangible, explicit definition of patient experience. A narrative synthesis was undertaken to categorize literature (and other sources) according to constructs of the definitions provided. The objectives of the synthesis were to: (1) identify the key elements, constructs, and themes that were commonly and frequently cited in existing definitions of ‘patient experience,’ (2) summarize these findings into what might be considered a common shared definition, and (3) identify important constructs that may be missing from and may enhance existing definition(s). The overarching premise was to identify and promote a working definition of patient experience that is applicable and practical for research, quality improvement efforts, and general clinical practice. Our findings identified several concepts and recommendations to consider with regard to the definition of patient experience. First, the patient experience reflects occurrences and events that happen independently and collectively across the continuum of care. Also, it is important to move beyond results from surveys, for example those that specifically capture concepts such as ‘patient satisfaction,’ because patient experience is more than satisfaction alone. Embedded within patient experience is a focus on individualized care and tailoring of services to meet patient needs and engage them as partners in their care. Next, the patient experience is strongly tied to patients’ expectations and whether they were positively realized (beyond clinical outcomes or health status). Finally, the patient experience is integrally tied to the principles and practice of patient- and family- centered care. As patient experience continues to emerge as an important focus area across healthcare globally, the need for a standard consistent definition becomes even more evident, making it critical to ensure patient experience remains a viable, respected, and highly embraced part of the healthcare conversation. <strong>Experience Framework<br /></strong>This article is associated with the Culture & Leadership lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework" target="_blank">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%22Culture%20%26%20Leadership%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" target="_blank">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-CultureLeadership" target="_blank">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Jason Wolf Victoria Niederhauser Dianne Marshburn Sherri LaVela
author_facet	Jason Wolf Victoria Niederhauser Dianne Marshburn Sherri LaVela
author_sort	Jason Wolf
title	Defining Patient Experience
title_short	Defining Patient Experience
title_full	Defining Patient Experience
title_fullStr	Defining Patient Experience
title_full_unstemmed	Defining Patient Experience
title_sort	defining patient experience
publisher	The Beryl Institute
publishDate	2014
url	https://doaj.org/article/2514c40d17844e97b76e4925f82789c4
work_keys_str_mv	AT jasonwolf definingpatientexperience AT victorianiederhauser definingpatientexperience AT diannemarshburn definingpatientexperience AT sherrilavela definingpatientexperience
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spelling	oai:doaj.org-article:2514c40d17844e97b76e4925f82789c42021-11-15T03:34:04ZDefining Patient Experience2372-0247https://doaj.org/article/2514c40d17844e97b76e4925f82789c42014-04-01T00:00:00Zhttps://pxjournal.org/journal/vol1/iss1/3https://doaj.org/toc/2372-0247In recent years, perceptions of performance and quality of healthcare organizations have begun to move beyond examining the provision of excellent clinical care, alone, and to consider and embrace the patient experience as an important indicator. There is a need to determine the extent to which clear and formal definitions exist, have common overarching themes, and/or have unique, but important constructs that should be considered more widely. In this article, we provide a 14-year synthesis of existing literature and other sources (2000-2014) that have been used to define patient experience. A total of 18 sources (articles or organizational websites) were identified that provided a tangible, explicit definition of patient experience. A narrative synthesis was undertaken to categorize literature (and other sources) according to constructs of the definitions provided. The objectives of the synthesis were to: (1) identify the key elements, constructs, and themes that were commonly and frequently cited in existing definitions of ‘patient experience,’ (2) summarize these findings into what might be considered a common shared definition, and (3) identify important constructs that may be missing from and may enhance existing definition(s). The overarching premise was to identify and promote a working definition of patient experience that is applicable and practical for research, quality improvement efforts, and general clinical practice. Our findings identified several concepts and recommendations to consider with regard to the definition of patient experience. First, the patient experience reflects occurrences and events that happen independently and collectively across the continuum of care. Also, it is important to move beyond results from surveys, for example those that specifically capture concepts such as ‘patient satisfaction,’ because patient experience is more than satisfaction alone. Embedded within patient experience is a focus on individualized care and tailoring of services to meet patient needs and engage them as partners in their care. Next, the patient experience is strongly tied to patients’ expectations and whether they were positively realized (beyond clinical outcomes or health status). Finally, the patient experience is integrally tied to the principles and practice of patient- and family- centered care. As patient experience continues to emerge as an important focus area across healthcare globally, the need for a standard consistent definition becomes even more evident, making it critical to ensure patient experience remains a viable, respected, and highly embraced part of the healthcare conversation. <strong>Experience Framework<br /></strong>This article is associated with the Culture & Leadership lens of The Beryl Institute Experience Framework. (<a href="http://bit.ly/ExperienceFramework" target="_blank">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%22Culture%20%26%20Leadership%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" target="_blank">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-CultureLeadership" target="_blank">Access other resources</a> related to this lens.</li> </ul>Jason WolfVictoria NiederhauserDianne MarshburnSherri LaVelaThe Beryl Institutearticlepatient experience definitionpatient experiencepatient- and family- centered carepatient satisfactioncontinuum of careorganization culturepatient voicehealthcareliterature synthesisdefinitionsdomainsconstructsMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal, Vol 1, Iss 1 (2014)

Defining Patient Experience

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