The impact of patient shadowing on service design: Insights from a family medicine clinic

A central tenet of patient-centered care is to truly and deeply understand how patients experience health care. One particular qualitative method, patient shadowing, holds the promise of seeing things through the patient’s eyes in real time. The purpose of this research is to utilize patient shadowi...

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Autores principales:	Andrew Gallan, Bruce Perlow, Riddhi Shah, Judith Gravdal
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2021
Materias:	patient experience patient shadowing patient-centered care qualitative research ethnography Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/f4653a069d0d47bb81065e2f3b748168
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spelling	oai:doaj.org-article:f4653a069d0d47bb81065e2f3b7481682021-11-15T04:33:47ZThe impact of patient shadowing on service design: Insights from a family medicine clinic2372-0247https://doaj.org/article/f4653a069d0d47bb81065e2f3b7481682021-04-01T00:00:00Zhttps://pxjournal.org/journal/vol8/iss1/11https://doaj.org/toc/2372-0247A central tenet of patient-centered care is to truly and deeply understand how patients experience health care. One particular qualitative method, patient shadowing, holds the promise of seeing things through the patient’s eyes in real time. The purpose of this research is to utilize patient shadowing to capture the realities of patient experiences in an outpatient family medicine clinic and to report opportunities for improvement to clinic leadership. A total of twenty (20) patients were shadowed at a family medicine outpatient clinic over the course of eight (8) different days, providing a variety of circumstances including staffing levels, shift changes, patient volume, and other factors. Patient shadowing revealed many interesting observations, capturing many best practices in delivering patient experiences as well as a short list of recommendations that could improve patients’ and staff experiences. Areas for improvement include helping patients better understand the entire process, wayfinding from the exam room to check-out, and creating a checklist for patient follow-up items. Patient shadowing presents many benefits to health care organizations and employees, including enhanced communication and teamwork, a greater connection with patient experiences and hardships, and the opportunity to redesign processes to optimize efficiency and service quality. <strong>Experience Framework</strong> This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (<a href="https://www.theberylinstitute.org/ExperienceFramework">https://www.theberylinstitute.org/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%22Innovation%20%26%20Technology%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-InnovationTechnology">Access other resources</a> related to this lens</li> </ul>Andrew GallanBruce PerlowRiddhi ShahJudith GravdalThe Beryl Institutearticlepatient experiencepatient shadowingpatient-centered carequalitative researchethnographyMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience patient shadowing patient-centered care qualitative research ethnography Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience patient shadowing patient-centered care qualitative research ethnography Medicine (General) R5-920 Public aspects of medicine RA1-1270 Andrew Gallan Bruce Perlow Riddhi Shah Judith Gravdal The impact of patient shadowing on service design: Insights from a family medicine clinic
description	A central tenet of patient-centered care is to truly and deeply understand how patients experience health care. One particular qualitative method, patient shadowing, holds the promise of seeing things through the patient’s eyes in real time. The purpose of this research is to utilize patient shadowing to capture the realities of patient experiences in an outpatient family medicine clinic and to report opportunities for improvement to clinic leadership. A total of twenty (20) patients were shadowed at a family medicine outpatient clinic over the course of eight (8) different days, providing a variety of circumstances including staffing levels, shift changes, patient volume, and other factors. Patient shadowing revealed many interesting observations, capturing many best practices in delivering patient experiences as well as a short list of recommendations that could improve patients’ and staff experiences. Areas for improvement include helping patients better understand the entire process, wayfinding from the exam room to check-out, and creating a checklist for patient follow-up items. Patient shadowing presents many benefits to health care organizations and employees, including enhanced communication and teamwork, a greater connection with patient experiences and hardships, and the opportunity to redesign processes to optimize efficiency and service quality. <strong>Experience Framework</strong> This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework (<a href="https://www.theberylinstitute.org/ExperienceFramework">https://www.theberylinstitute.org/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%22Innovation%20%26%20Technology%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-InnovationTechnology">Access other resources</a> related to this lens</li> </ul>
format	article
author	Andrew Gallan Bruce Perlow Riddhi Shah Judith Gravdal
author_facet	Andrew Gallan Bruce Perlow Riddhi Shah Judith Gravdal
author_sort	Andrew Gallan
title	The impact of patient shadowing on service design: Insights from a family medicine clinic
title_short	The impact of patient shadowing on service design: Insights from a family medicine clinic
title_full	The impact of patient shadowing on service design: Insights from a family medicine clinic
title_fullStr	The impact of patient shadowing on service design: Insights from a family medicine clinic
title_full_unstemmed	The impact of patient shadowing on service design: Insights from a family medicine clinic
title_sort	impact of patient shadowing on service design: insights from a family medicine clinic
publisher	The Beryl Institute
publishDate	2021
url	https://doaj.org/article/f4653a069d0d47bb81065e2f3b748168
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The impact of patient shadowing on service design: Insights from a family medicine clinic

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