Developing a Model for Evaluating Patient Experience in Educational Hospitals in Iran

Background: Understanding patient experience is a key step in moving toward patient-centered care. 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. There is a positive association between patient experience and self-rated and objectively measured health outcomes; adherence to recommended clinical practice and medication; preventive care (such as health-promoting behavior, use of screening services and immunization); and resource use (such as hospitalization, length of stay and primary-care visits). Objective: This study aims to evaluate the effective components in the patient experience in Educational Hospitals in Iran. Results: This was a comparative descriptive study conducted using databases and information resources and based on a comprehensive review, and the models used in other parts of the world were extracted based on the research protocol and entered into a comparative matrix. (۱۰ models for evaluating patient experience were found in different countries, each of which is composed of several dimensions, some of which have overlapping patterns. Models include: ۱HCAHPS, ۲QPP, ۳PPE-۱۵, ۴NHSIP, ۵HKIEQ, ۶PEQ, ۷NORPEQ, ۸۱-PAHC, ۹PPQ, ۱۰SIPES). The reliability of the extracted framework was verified using the agreement coefficient of the parties. In order to validate the model, the questions were prepared in the form of a questionnaire and validated by the specialists of Mashhad University of Medical Sciences during two-round Delphi. The final model with ۱۲ dimensions and ۳۸ sub-areas was approved and validated. ۱ Hospital Consumer Assessment of Healthcare Providers and Systems ۲ Quality from the Patients' Perspective ۳ Picker Patient Experience Questionnaire ۴ National Health Service Inpatient Survey ۵ Hong Kong Inpatient Experience Questionnaire ۶ Patient Experience Questionnaire ۷ Norwegian Patient Experience Questionnaire ۸ Patient Experiences with Inpatient Care ۹ Patient Perceptions of Quality ۱۰ Scottish Inpatient Patient Experience Survey. Conclusions: In fact, evaluating the patient's experience is a critical tool for organizations interested in assessing the patient-centeredness of the care they deliver and identifying areas for improvement. A positive patient experience is an important goal in its own right. 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 health care processes and outcomes. These processes and outcomes include patient adherence to medical advice, better clinical outcomes, improved patient safety practices, and lower utilization of unnecessary health care services. This study indicates consistent positive associations between patient experience, patient safety and clinical effectiveness for a wide range of disease area, settings, outcome measures and study designs. 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. Due to the importance of evaluating the patient experience in the patient treatment process, these models are used in countries (according to their situations and conditions). Researchers in Iran must adapt these models to their culture and requirements.

Keywords:

Patient experience , Patient-centered care , Patient satisfaction , Evaluation