Many factors other than patient experience can influence processes and outcomes. Some studies show no association between patient experience and clinical processes and outcomes, but this is not surprising. These processes and outcomes include patient adherence to medical advice, better clinical outcomes, improved patient safety practices, and lower utilization of unnecessary healthcare services. Moreover, substantial evidence points to a positive association between various aspects of patient experience, such as good communication between providers and patients, and several important healthcare processes and outcomes. Relating Patient Experience to Other Quality MeasuresĪ positive patient experience is an important goal in its own right. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital, and co-principal investigator of the Yale CAHPS team. Learn more: How CAHPS Surveys Measure Patient Experience- An interview of Susan Edgman-Levitan, PA, Executive Director, John D. Because the surveys ask well-tested questions using a consistent methodology across a large sample of respondents, they generate standardized and validated measures of patient experience that providers, consumers, and others can rely on. CAHPS surveys do not ask patients how satisfied they were with their care rather, they ask patients to report on the aspects of their experiences that are important to them and for which they are the best, and sometimes the only source of information. While there are various ways to gather information on patient experience, CAHPS surveys have become critical tools for organizations interested in assessing the patient-centeredness of the care they deliver and identifying areas for improvement. Two people who receive the exact same care, but who have different expectations for how that care is supposed to be delivered, can give different satisfaction ratings because of their different expectations. Satisfaction, on the other hand, is about whether a patient’s expectations about a health encounter were met. To assess patient experience, one must find out from patients whether something that should happen in a healthcare setting (such as clear communication with a provider) actually happened or how often it happened. The terms patient satisfaction and patient experience are often used interchangeably, but they are not the same thing. Patient Experience Differs from Patient Satisfaction Evaluating patient experience along with other components such as effectiveness and safety of care is essential to providing a complete picture of health care quality. By looking at various aspects of patient experience, one can assess the extent to which patients are receiving care that is respectful of and responsive to individual patient preferences, needs and values. Understanding patient experience is a key step in moving toward patient-centered care. As an integral component of healthcare quality, patient experience includes several aspects of healthcare delivery that patients value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers. Patient experience encompasses the range of interactions that patients have with the healthcare system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other healthcare facilities.
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