Skip to main page content
U.S. flag

An official website of the United States government

Dot gov

The .gov means it’s official.
Federal government websites often end in .gov or .mil. Before sharing sensitive information, make sure you’re on a federal government site.

Https

The site is secure.
The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely.

Access keys NCBI Homepage MyNCBI Homepage Main Content Main Navigation
. 2018 Mar 20;6(1):26.
doi: 10.3390/healthcare6010026.

The Patient Experience: Informing Practice through Identification of Meaningful Communication from the Patient's Perspective

Angela Grocott  1 , Wilfred McSherry  2   3   4
Affiliations

The Patient Experience: Informing Practice through Identification of Meaningful Communication from the Patient's Perspective

Angela Grocott et al. Healthcare (Basel). .

Abstract

(1) Background: There is limited empirical knowledge concerning aspects of healthcare that contribute to a good patient experience from the patient's perspective and how patient feedback informs service development. (2) Aim: To examine the issues that influence the effectiveness of communication on patient satisfaction, experience and engagement, in an acute National Health Service (NHS) setting, through identification of the patient's requirements and expectations. (3) Method: Data was gathered from a large teaching hospital using a Friends and Family Test (FFT) and a communication specific survey. Both surveys captured patient narrative to identify predominant influences to explain the quantitative responses. (4) Results: The key priorities for patients are involvement in their care and receiving the right amount of information to support this. However, the delivery of compassionate care was identified as having the most influence on the likelihood of patients to recommend an acute NHS Trust. (5) Conclusion: The findings support a broader understanding of the constituents of an all-encompassing patient experience from the patient's perspective. (6) Implications: healthcare organizations need to focus their resources on how to improve patient/provider communication to support patients to be true partners in their care.

Keywords: communication; engagement; involvement; patient experience; patient satisfaction.

PubMed Disclaimer

Conflict of interest statement

The authors declare no conflict of interest.

Figures

Figure 1
Figure 1
Scatter Diagram (FFT Survey).
Figure 2
Figure 2
Scatter Diagram (patient-to-staff communication).
See this image and copyright information in PMC

References

    1. Wiig S., Storm M., Aase K., Gjestsen M., Solhelm M., Harthug S., Robert G., Fulop N. QUASER Team. Investigating the use of patient involvement and patient experience in quality improvement in Norway: Rhetoric or reality? BMC Health Serv. Res. 2013;13:206. doi: 10.1186/1472-6963-13-206. - DOI - PMC - PubMed
    1. Ahmed F., Burt J., Roland M. Measuring Patient Experience: Concepts and Methods. Patient. 2014;7:235–241. doi: 10.1007/s40271-014-0060-5. - DOI - PubMed
    1. Price R., Elliott M., Zaslavsky A., Hays R., Lehrman W., Rybowski L., Edgman-Levitan S., Clearly P. Examining the role of patient experience surveys in measuring healthcare quality. Med. Care Res. Rev. 2014;71:522–554. doi: 10.1177/1077558714541480. - DOI - PMC - PubMed
    1. Juve-Udina M., Perez E., Padres N., Samartino M., Garcia M., Creus M., Batilori N., Calvo C. Basic Nursing Care: Retrospective evaluation of communication and psychosocial interventions documented by nurses in the acute care setting. J. Nurs. Scholarsh. 2014;46:65–72. doi: 10.1111/jnu.12062. - DOI - PubMed
    1. Snellman I., Gustafsson C., Gustafsson L. Patients’ and Caregivers’ Attributes in a Meaningful Care Encounter: Similarities and Notable Differences. Int. Sch. Res. Netw. Nurs. 2012;2012:320145. doi: 10.5402/2012/320145. - DOI - PMC - PubMed

LinkOut - more resources