Development of a Measurement Tool to Assess the Inpatient Experience in a Tertiary Care hospital
DOI:
https://doi.org/10.17010/pijom/2018/v11i4/122834Keywords:
Patient Experience
, Health Care Centers, Measurement Tools, Quality of Care, Inpatient DepartmentI10
, I13, I18, I19Paper Submission Date
, August 29, 2017, Paper sent back for Revision, January 17, 2018, Paper Acceptance Date, March 27, 2018.Abstract
Patient experience is a way by which the patient's view about the healthcare system can be measured. It mainly emphasises on the various ranges of interactions between the patients and the system of health care, including the patient care starting from the communication of the doctors, nurses, hospital staff, and other physical facilities. The measurement of patient experience has various kinds of approaches that may be qualitative, quantitative, or mixed. Whatever the approach may be, the strategy for improving the experience of patients is measuring things that matter most to patients, and it acts as an essential component for a successful hospital management strategy. With reference to the Indian healthcare system, improvement in quality of care is challenging because of the unavailability of reliable data and technical backwardness. In the study, the primary questionnaire was developed by the review of globally available tools and studying the work process of inpatient touch point areas of the given tertiary care hospital. Through the analysis, we observed that the developed questionnaire served as a good tool to measure the patient experience. The inpatient experience measurement tool is not intended to be used as a stand-alone questionnaire, but can be modified according to the necessities of the healthcare organizations.Downloads
Downloads
Published
How to Cite
Issue
Section
References
Atkins, P.M., Marshall, B. S., & Javalgi, R. G. (1996). Happy employees lead to loyal patients. Survey of nurses and patients shows a strong link between employee satisfaction and patient loyalty. Journal of Health Care Marketing, 16 (4), 14 - 23.
Boulding, W., Glickman, S. W., Manary, M. P., Schulman, K.A., & Staelin, R. (2017). Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. The American Journal of Managed Care, 17(1), 41- 48.
Browne, K., Roseman, D., Shaller, D., & Edgman - Levitan, S. (2010). Measuring patient experience as a strategy for improving primary care. Health Affairs, 29 (5), 921 - 925. doi: 10.1377/hlthaff.2010.0238
Coulter, A., Fitzpatrick, R., & Cornwell, J. (2009). The point of care : Measures of patients' experience in hospital : Purpose, methods and uses. The King's Fund. Retrieved from https://www.kingsfund.org.uk/sites/default/files/Point-of-Care-Measures-of-patients-experience-in-hospital-Kings-Fund-July-2009.pdf
El- Eid, G. R., Kaddoum, R., Tamim, H., & Hitti, E. A. (2015). Improving hospital discharge time: A successful implementation of six sigma methodology. Medicine (Baltimore), 94 (12), 1-8. doi: 10.1097/MD.0000000000000633
Garratt, A. M., Solheim, E., & Danielsen, K. (2008). National and cross-national surveys of patient experiences: A structured review (Report No. 07 - 2008). Oslo: Norwegian Knowledge Centre for the Health Services.
Institute for Healthcare Improvement. (n.d.). The patient experience : Improving safety, efficiency, and CAHPS through patient - centered care. Retrieved from http://www.ihi.org/education/InPersonTraining/ThePatientExperience/Pages/default.aspx
Jawahar, S. K. (2007). A study on out patient satisfaction at a super specialty hospital in India. Internet Journal of Medical Update, 2 (2), 13 - 17.
Jenkinson, C., Coulter, A., Bruster, S., Richards, N., & Chandola, T. (2002). Patients’ experiences and satisfaction with health care: Results of a questionnaire study of specific aspects of care. Quality and Safety in Health Care, 11(4), 335 - 339.
Jha, A. K., Orav, E. J., Zheng, J., & Epstein, A. M. (2008). Patients’ perception of hospital care in the United States. The New England Journal of Medicine, 359 (18), 1921-1931.
Kadam, P., & Bhalerao, S. (2010). Sample size calculation. International Journal of Ayurveda Research, 1 (1), 55-57. doi: 10.4103/0974-7788.59946
LaVela, S. L., & Gallan, A. S. (2014). Evaluation and measurement of patient experience. Patient Experience Journal, 1(1), 1-10.
Nelson, E.C., Rust, R. T., Zahorik, A., Rose, R. L., Batalden, P., & Siemanski, B. A. (1992). Do patient perceptions of quality relate to hospital financial performance ? Journal of Health Care Marketing, 12 (4), 6 -13.
Raleigh, V., Thompson, J., Jabbal, J., Graham, C., Sizmur, S., & Coulter, A. (2015). Patients' experience of using hospital services. An analysis of trends in inpatient surveys in NHS acute trusts in England, 2005 - 13. The King's Fund. Retrieved from https://www.kingsfund.org.uk/sites/default/files/field/field_publication_file/Patients-experience-Kings-Fund-Dec-2015.pdf
Rave, N., Geyer, M., Reeder, B., Ernst, J., Goldberg, L., & Barnard, C. (2003). Radical systems change: Innovative strategies to improve patient satisfaction. Journal of Ambulatory Care Management, 26 (2), 159 - 174.
The Beryl Institute. (n.a.). Defining patient experience. Retrieved from http://www.theberylinstitute.org/?page=DefiningPatientExp.
Weiler, T., Hoffmann, R., & Strehlau - Schwoll, H. (2003). Quality management and accreditation. Optimizing Hospital Procedures, 106 (8), 692 - 697.
Wiig, S. et al. (2013). Investigating the use of patient involvement and patient experience in quality improvement in Norway: Rhetoric or reality? BioMed Central Health Services Research, 13(206). doi: 10.1186/1472- 6963-13-206.
