The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia

The authors sought to determine the attitudes of public health service board members and senior executives toward patient experience and to describe the governance activities of the boards in this area.<strong> </strong>The study was based on an online survey of 322 board members from 85...

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Auteurs principaux:	Marie Bismark, Susan Biggar, Catherine Crock, Jennifer Morris, David Studdert
Format:	article
Langue:	EN
Publié:	The Beryl Institute 2014
Sujets:	patient experience governance boards quality of care patient rights patient-centred care consumer engagement Medicine (General) R5-920 Public aspects of medicine RA1-1270
Accès en ligne:	https://doaj.org/article/67b36ddf470343b3ac73b0175d686f55
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spelling	oai:doaj.org-article:67b36ddf470343b3ac73b0175d686f552021-11-15T03:34:04ZThe role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia2372-0247https://doaj.org/article/67b36ddf470343b3ac73b0175d686f552014-04-01T00:00:00Zhttps://pxjournal.org/journal/vol1/iss1/19https://doaj.org/toc/2372-0247The authors sought to determine the attitudes of public health service board members and senior executives toward patient experience and to describe the governance activities of the boards in this area.<strong> </strong>The study was based on an online survey of 322 board members from 85 public health services and semi-structured interviews with 35 board members and senior executives from 13 public health services in Victoria, Australia.<strong> </strong>The results showed that while some health service boards had high aspirations and clear plans for improving patient experience, others remained sluggish or even cynically resistant to changing their existing models of care. Interviewees associated with highly active boards described initiatives to improve patient experience at multiple levels in the organisation - from boardroom to bedside. Among less active boards, efforts to improve patient experience tended to be more ad hoc and there was greater uncertainty about how to scale up or systematise.<strong> </strong>The authors conclude that addressing the gap between the responsibility of boards to address patient experience, and the reality of their governance activities, requires a nuanced understanding of the attitudes and activities of board members. The approaches taken by “positive attitude, high activity” boards could be showcased as exemplars for others.<strong></strong>Marie BismarkSusan BiggarCatherine CrockJennifer MorrisDavid StuddertThe Beryl Institutearticlepatient experiencegovernanceboardsquality of carepatient rightspatient-centred careconsumer engagementMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal, Vol 1, Iss 1 (2014)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience governance boards quality of care patient rights patient-centred care consumer engagement Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience governance boards quality of care patient rights patient-centred care consumer engagement Medicine (General) R5-920 Public aspects of medicine RA1-1270 Marie Bismark Susan Biggar Catherine Crock Jennifer Morris David Studdert The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia
description	The authors sought to determine the attitudes of public health service board members and senior executives toward patient experience and to describe the governance activities of the boards in this area.<strong> </strong>The study was based on an online survey of 322 board members from 85 public health services and semi-structured interviews with 35 board members and senior executives from 13 public health services in Victoria, Australia.<strong> </strong>The results showed that while some health service boards had high aspirations and clear plans for improving patient experience, others remained sluggish or even cynically resistant to changing their existing models of care. Interviewees associated with highly active boards described initiatives to improve patient experience at multiple levels in the organisation - from boardroom to bedside. Among less active boards, efforts to improve patient experience tended to be more ad hoc and there was greater uncertainty about how to scale up or systematise.<strong> </strong>The authors conclude that addressing the gap between the responsibility of boards to address patient experience, and the reality of their governance activities, requires a nuanced understanding of the attitudes and activities of board members. The approaches taken by “positive attitude, high activity” boards could be showcased as exemplars for others.<strong></strong>
format	article
author	Marie Bismark Susan Biggar Catherine Crock Jennifer Morris David Studdert
author_facet	Marie Bismark Susan Biggar Catherine Crock Jennifer Morris David Studdert
author_sort	Marie Bismark
title	The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia
title_short	The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia
title_full	The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia
title_fullStr	The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia
title_full_unstemmed	The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia
title_sort	role of governing boards in improving patient experience: attitudes and activities of health service boards in victoria, australia
publisher	The Beryl Institute
publishDate	2014
url	https://doaj.org/article/67b36ddf470343b3ac73b0175d686f55
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The role of governing boards in improving patient experience: Attitudes and activities of health service boards in Victoria, Australia

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