Capturing the consumer experience takes more than filling in a form
We all understand that the essential role of patient experience in achieving successful healthcare delivery. Or do we? This article argues that really understanding the patient experience in such a way that it drives organisation-wide improvement, requires a comprehensive view that captures the full range of interactions across a health service organisation, beyond completing a survey.
We all understand that the essential role of patient experience in achieving successful healthcare delivery. Or do we? This article argues that really understanding the patient experience in such a way that it drives organisation-wide improvement, requires a comprehensive view that captures the full range of interactions across a health service organisation, beyond completing a survey.
To meet this challenge, healthcare organisations must implement integrated feedback systems that draw on multiple data sources, such as patient-reported experience measures (PREMs), satisfaction surveys, and real-time feedback tools. These mechanisms should be designed to assess not only direct clinical encounters but also administrative processes, care coordination, and interactions with non-clinical staff.
Using cross-functional teams to analyse patient feedback strengthens understanding and improves the organisational response. These teams, composed of clinicians, administrators, and support staff, can collaborate to identify systemic issues and develop coordinated strategies for improvement. This approach supports organisation- wide improvements rather than actions being siloed within departments, and fosters a culture of shared responsibility.
An inter-disciplinary response to patient experience data requires staff to understand their role in shaping that experience. Front-line staff, including administrative teams and support personnel, require education on patient-centred communication and empathy, emphasising the importance of patients feeling valued throughout every touchpoint within the system.
This article reminds us that delivering truly patient-centred care requires health services to view the patient journey in its entirety. By adopting integrated feedback systems, equipping staff members and fostering cross-departmental collaboration, healthcare organisations can gain a deeper understanding of patient experience, and design care models that are more effective and deeply respectful of individual needs and values.
All accessed 5/02/2025: