Like many key areas, there are multiple definitions and interpretations of what patient experience is.
A simple definition from the Free Dictionary is: How the patient feels/felt, i.e., good or bad, as/after he or she undergoes/-went an episode of care.
The Beryl Institute define patient experience as: The sum of all interactions, shaped by an organization's culture, that influence patient perceptions across the continuum of care.
They conducted an extensive literature review between 2000-2014 and identified some key concepts. (1)
- "First, the patient experience reflects occurrences and events that happen independently and collectively across the continuum of care. To understand it one need to "move beyond results from surveys,..such as ‘patient satisfaction,’ because patient experience is more than satisfaction alone."
- Embedded within patient experience is a focus on individualized care and tailoring of services to meet patient needs and engage them as partners in their care.
- The patient experience is strongly tied to patients’ expectations and whether they were positively realized (beyond clinical outcomes or health status).
- Finally, the patient experience is integrally tied to the principles and practice of patient and family-centred care.
The Institute for Healthcare Improvement(external link) identified five primary drivers of exceptional patient and family inpatient hospital experience of care:
- staff hearts and minds
- respectful partnership
- reliable care
- evidence-based care.
Patient’s care experience includes:
- shared decision making
- well-coordinated transitions and