Instruments to measure patient experience in hospitals: a scoping review

Gestão & Produção Pub Date : 1900-01-01 DOI:10.1590/1806-9649-2022v29e0821

Juliana Maria Savio Bernardo, G. H. Mendes, F. Lizarelli, M. Roscani

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引用次数: 2

Abstract

Abstract: Patient experience (PE) has been associated with patients' perception of care services, organizational culture, and interactions experienced by patients. This article aims to characterize the process of measuring adult PE in general hospitals. Therefore, a scoping review (Scoping Review) in a sample of 51 empirical articles dealing with the assessment of PE was analyzed. The results show the predominance of quantitative PE measurement methods. HCAHPS is the most used instrument to evaluate PE. It was also possible to identify the attributes and dimensions (independent variables) considered in the PE measurement. In this case, the relational aspects between patients and health professionals have received great attention in the PE. Measures such as patient experience, satisfaction, quality, and loyalty have been used as PE outcomes (dependent variables). The article contributes to understanding the operationalization and measurement of PE by emphasizing the attributes and dimensions that have been considered in PE measurement, which can be useful for researchers and healthcare professionals interested in evaluating and identifying discrepancies in healthcare services.

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衡量医院病人经验的工具:范围审查

摘要:患者体验(PE)与患者对护理服务的感知、组织文化和患者体验的互动有关。本文旨在描述综合医院成人体育锻炼的测量过程。因此，对51篇涉及PE评估的实证文章样本进行了范围审查(scoping review)分析。结果表明，定量PE测量方法具有优势。HCAHPS是最常用的PE评价工具。还可以确定PE测量中考虑的属性和维度(自变量)。在这种情况下，患者与卫生专业人员之间的关系方面在PE中受到了极大的关注。患者体验、满意度、质量和忠诚度等指标被用作PE结果(因变量)。本文通过强调PE测量中考虑的属性和维度，有助于理解PE的操作化和测量，这对有兴趣评估和识别医疗保健服务差异的研究人员和医疗保健专业人员很有用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Gestão & Produção

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