Exploring workforce confidence and patient experiences: A quantitative analysis

Confidence is recognized as one of the most influential factors to affect performance. Individual, leader, and team confidence play essential roles in achieving success and the absence of confidence has been connected with failure. While confidence is not a substitute for competency, it creates trus...

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Autores principales:	Katie Owens, Stephanie Keller
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2018
Materias:	confidence patient experience perceptions hcahps patient-centered care performance competency leadership team-based care Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/86d6be77ef0d48ed8b43ee85c12fb833
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spelling	oai:doaj.org-article:86d6be77ef0d48ed8b43ee85c12fb8332021-11-15T04:25:45ZExploring workforce confidence and patient experiences: A quantitative analysis2372-0247https://doaj.org/article/86d6be77ef0d48ed8b43ee85c12fb8332018-04-01T00:00:00Zhttps://pxjournal.org/journal/vol5/iss1/13https://doaj.org/toc/2372-0247Confidence is recognized as one of the most influential factors to affect performance. Individual, leader, and team confidence play essential roles in achieving success and the absence of confidence has been connected with failure. While confidence is not a substitute for competency, it creates trusting relationships, empowerment, and resiliency to persevere when challenges arise. Objective: In this study, we examined workforce confidence in the patient experience and patient perceptions of their experience of care. Methods: We compared responses to the Patient-Centered Excellence Survey (PCES) from 41 United States hospitals, measuring workforce confidence in the patient experience provided, to patient’s ratings of their experience through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Results: Higher workforce confidence in the patient experience provided is related to higher patient ratings of their experience while lower workforce confidence is linked with lower patient ratings. Hospitals in the top 25% with workforce perceptions score 11.7% higher with HCAHPS Overall Rating than hospitals in the bottom 25%. Of the 10,945 workforce respondents to the PCES Overall Rating item, 24.2% rated their organization top box (9 or 10) versus 64.7% of patients rating top box. Senior leaders reported the highest degree of confidence in the patient experience, while staff and providers reported the lowest. Conclusion: Confidence is an important characteristic of the healthcare workforce. Building mastery of patient experience competencies holds promise to further elevate patient’s perceptions of their care. Gaps in confidence should be addressed - especially among those with the most direct caregiver responsibilities.Katie OwensStephanie KellerThe Beryl Institutearticleconfidencepatient experienceperceptionshcahpspatient-centered careperformancecompetencyleadershipteam-based careMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	confidence patient experience perceptions hcahps patient-centered care performance competency leadership team-based care Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	confidence patient experience perceptions hcahps patient-centered care performance competency leadership team-based care Medicine (General) R5-920 Public aspects of medicine RA1-1270 Katie Owens Stephanie Keller Exploring workforce confidence and patient experiences: A quantitative analysis
description	Confidence is recognized as one of the most influential factors to affect performance. Individual, leader, and team confidence play essential roles in achieving success and the absence of confidence has been connected with failure. While confidence is not a substitute for competency, it creates trusting relationships, empowerment, and resiliency to persevere when challenges arise. Objective: In this study, we examined workforce confidence in the patient experience and patient perceptions of their experience of care. Methods: We compared responses to the Patient-Centered Excellence Survey (PCES) from 41 United States hospitals, measuring workforce confidence in the patient experience provided, to patient’s ratings of their experience through the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. Results: Higher workforce confidence in the patient experience provided is related to higher patient ratings of their experience while lower workforce confidence is linked with lower patient ratings. Hospitals in the top 25% with workforce perceptions score 11.7% higher with HCAHPS Overall Rating than hospitals in the bottom 25%. Of the 10,945 workforce respondents to the PCES Overall Rating item, 24.2% rated their organization top box (9 or 10) versus 64.7% of patients rating top box. Senior leaders reported the highest degree of confidence in the patient experience, while staff and providers reported the lowest. Conclusion: Confidence is an important characteristic of the healthcare workforce. Building mastery of patient experience competencies holds promise to further elevate patient’s perceptions of their care. Gaps in confidence should be addressed - especially among those with the most direct caregiver responsibilities.
format	article
author	Katie Owens Stephanie Keller
author_facet	Katie Owens Stephanie Keller
author_sort	Katie Owens
title	Exploring workforce confidence and patient experiences: A quantitative analysis
title_short	Exploring workforce confidence and patient experiences: A quantitative analysis
title_full	Exploring workforce confidence and patient experiences: A quantitative analysis
title_fullStr	Exploring workforce confidence and patient experiences: A quantitative analysis
title_full_unstemmed	Exploring workforce confidence and patient experiences: A quantitative analysis
title_sort	exploring workforce confidence and patient experiences: a quantitative analysis
publisher	The Beryl Institute
publishDate	2018
url	https://doaj.org/article/86d6be77ef0d48ed8b43ee85c12fb833
work_keys_str_mv	AT katieowens exploringworkforceconfidenceandpatientexperiencesaquantitativeanalysis AT stephaniekeller exploringworkforceconfidenceandpatientexperiencesaquantitativeanalysis
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Exploring workforce confidence and patient experiences: A quantitative analysis

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