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Measuring Patient Experience: Concepts and Methods

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  • Faraz Ahmed
  • Jenni Burt
  • Martin Roland

Abstract

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. Copyright Springer International Publishing Switzerland 2014

Suggested Citation

  • Faraz Ahmed & Jenni Burt & Martin Roland, 2014. "Measuring Patient Experience: Concepts and Methods," The Patient: Patient-Centered Outcomes Research, Springer;International Academy of Health Preference Research, vol. 7(3), pages 235-241, September.
    • Handle: RePEc:spr:patien:v:7:y:2014:i:3:p:235-241
    DOI: 10.1007/s40271-014-0060-5
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    References listed on IDEAS

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    1. Sitzia, John & Wood, Neil, 1997. "Patient satisfaction: A review of issues and concepts," Social Science & Medicine, Elsevier, vol. 45(12), pages 1829-1843, December.
    2. AfDB AfDB, . "Annual Report 2012," Annual Report, African Development Bank, number 461.
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    Cited by:

    1. Andrea C Schöpf & Werner Vach & Marcel Jakob & Franziska Saxer, 2019. "Routine patient surveys: Patients’ preferences and information gained by healthcare providers," PLOS ONE, Public Library of Science, vol. 14(8), pages 1-14, August.
    2. Anne-Gaëlle Corroller & Julia Bonastre, 2023. "Patient-reported measures: how useful in health economics?," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 24(1), pages 1-4, February.
    3. Martina Baránková & Katarína Greškovičová & Bronislava Strnádelová & Katarina Krizova & Júlia Halamová, 2022. "Let Us Take It into Our Own Hands: Patient Experience during the COVID-19 Pandemic," IJERPH, MDPI, vol. 19(21), pages 1-15, October.
    4. Óscar Brito Fernandes & Petra Baji & Dionne Kringos & Niek Klazinga & László Gulácsi & Armin Lucevic & Imre Boncz & Márta Péntek, 2019. "Patient experiences with outpatient care in Hungary: results of an online population survey," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 20(1), pages 79-90, June.
    5. Fernanda Manuela Loureiro & Ana Vanessa dos Reis Ameixa Antunes & Tiina Pelander & Zaida Borges Charepe, 2021. "The experience of school‐aged children with hospitalisation," Journal of Clinical Nursing, John Wiley & Sons, vol. 30(3-4), pages 550-558, February.
    6. Hyeon-Young Kim & Ji-Hye Lee & Eun-Hye Lee, 2021. "Virtual Experience of Perioperative Patients: Walking in the Patients’ Shoes Using Virtual Reality and Blended Learning," IJERPH, MDPI, vol. 18(12), pages 1-12, June.
    7. Li Cao & Virasakdi Chongsuvivatwong & Edward B. McNeil, 2022. "The Association between mHealth App Use and Healthcare Satisfaction among Clients at Outpatient Clinics: A Cross-Sectional Study in Inner Mongolia, China," IJERPH, MDPI, vol. 19(11), pages 1-11, June.
    8. Charlotte T. Lee & Susanne Phillips & Susan Tiso & Camille Fitzpatrick, 2019. "Exploring Interpersonal Relationships in a Nurse-Managed Clinic and Their Impact on Clinical Outcomes," SAGE Open, , vol. 9(3), pages 21582440198, July.
    9. Bishnu Bahadur Bajgain & Kalpana Thapa Bajgain & Sujan Badal & Fariba Aghajafari & Jeanette Jackson & Maria-Jose Santana, 2020. "Patient-Reported Experiences in Accessing Primary Healthcare among Immigrant Population in Canada: A Rapid Literature Review," IJERPH, MDPI, vol. 17(23), pages 1-20, November.
    10. Joy Davis & Sue Sinni & Stephen Maloney & Lorraine Walker, 2022. "Strategies Australian Hospitals Utilize to Incorporate Patient Feedback in the Delivery and Measurement of Person-Centered Care: A Scoping Review," Clinical Nursing Research, , vol. 31(5), pages 782-794, June.

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