Evaluating Drivers of the Patient Experience Triangle: Stress, Anxiety, and Frustration

Patient experience is a widely used indicator for assessing the quality-of-care process during a patient’s journey in hospital. However, the literature rarely discusses three components: patient stress, anxiety, and frustration. Furthermore, little is known about what drives each component during ho...

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Veröffentlicht in:International journal of environmental research and public health Jg. 20; H. 7; S. 5384
Hauptverfasser: Almaazmi, Sumaya, Simsekler, Mecit Can Emre, Henschel, Andreas, Qazi, Abroon, Marbouh, Dounia, Luqman, Rana Adel Mahmoud Ali
Format: Journal Article
Sprache:Englisch
Veröffentlicht: Switzerland MDPI AG 04.04.2023
MDPI
Schlagworte:
Algorithms
Analysis
Anxiety
Anxiety Disorders
Frustration
Heart rate
Hospital patients
Hospitals
Humans
Machine learning
Patient Outcome Assessment
Patient satisfaction
Physiology
Sociodemographics
Stress
Stress (Psychology)
Surveys
Surveys and Questionnaires
United Arab Emirates
patient satisfaction
patient anxiety
patient data
patient experience
patient frustration
random forest
machine learning
patient stress
quality
ISSN:1660-4601, 1661-7827, 1660-4601
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Zusammenfassung:Patient experience is a widely used indicator for assessing the quality-of-care process during a patient’s journey in hospital. However, the literature rarely discusses three components: patient stress, anxiety, and frustration. Furthermore, little is known about what drives each component during hospital visits. In order to explore this, we utilized data from a patient experience survey, including patient- and provider-related determinants, that was administered at a local hospital in Abu Dhabi, UAE. A machine-learning-based random forest (RF) algorithm, along with its embedded importance analysis function feature, was used to explore and rank the drivers of patient stress, anxiety, and frustration throughout two stages of the patient journey: registration and consultation. The attribute ‘age’ was identified as the primary patient-related determinant driving patient stress, anxiety, and frustration throughout the registration and consultation stages. In the registration stage, ‘total time taken for registration’ was the key driver of patient stress, whereas ‘courtesy demonstrated by the registration staff in meeting your needs’ was the key driver of anxiety and frustration. In the consultation step, ‘waiting time to see the doctor/physician’ was the key driver of both patient stress and frustration, whereas ‘the doctor/physician was able to explain your symptoms using language that was easy to understand’ was the main driver of anxiety. The RF algorithm provided valuable insights, showing the relative importance of factors affecting patient stress, anxiety, and frustration throughout the registration and consultation stages. Healthcare managers can utilize and allocate resources to improve the overall patient experience during hospital visits based on the importance of patient- and provider-related determinants.
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ISSN:1660-4601
1661-7827
1660-4601
DOI:10.3390/ijerph20075384