Measuring Patient Experience: Concepts and Methods

Providing a good patient experience is a key part of providing high-quality medical care. This paper explains why patient experience is important in its own right, and its relationship to other domains of quality. We describe methods of measuring patient experience, including issues relating to vali...

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Bibliographic Details
Published in:The patient : patient-centered outcomes research Vol. 7; no. 3; pp. 235 - 241
Main Authors: Ahmed, Faraz, Burt, Jenni, Roland, Martin
Format: Journal Article
Language:English
Published: Cham Springer International Publishing 01.09.2014
Springer Nature B.V
Subjects:
Customer satisfaction
Data Collection - methods
Health Administration
Health Economics
Hospitals
Humans
Leading Article
Medicine
Medicine & Public Health
Mortality
Outcome Assessment, Health Care - methods
Patient Satisfaction
Patients
Pharmacoeconomics and Health Outcomes
Public Health
Quality Improvement - organization & administration
Quality Indicators, Health Care
Quality of Life Research
Quality of service
Reproducibility of Results
Socioeconomic Factors
National Health Service
Patient Experience
Communication Skill Training
Quality Improvement Strategy
Mystery Shopper
ISSN:1178-1653, 1178-1661
Online Access:Get full text
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Summary:Providing a good patient experience is a key part of providing high-quality medical care. This paper explains why patient experience is important in its own right, and its relationship to other domains of quality. We describe methods of measuring patient experience, including issues relating to validity, reliability and response bias. Differences in reported patient experience may sometimes reflect differences in expectations of different population groups and we describe the arguments for and against adjusting patient experience data for population characteristics. As with other quality improvement strategies, feeding back patient experience data on its own is unlikely to improve quality: sustained and multiple interventions are usually required to deliver sustained improvements in care.
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ISSN:1178-1653
1178-1661
DOI:10.1007/s40271-014-0060-5