Perspectives on Patient Experience: Findings from Healthcare Providers in a Web-Based Cross-Sectional Study Within a Healthcare Network in Brazil.

Abstract

The perceptions of healthcare providers regarding patient experience are essential for enhancing healthcare services and improving the overall patient journey. This study aimed to analyze patient experience efforts across six dimensions within a network of private hospitals in Brazil, leveraging insights derived from the perspectives of healthcare providers. A web-based survey was conducted, including questions about the following dimensions: (1) Governance and Leadership; (2) infrastructure and access; (3) staff and provider engagement; (4) Patient & Family Engagement; (5) Policy & Measurement; and (6) Quality & Clinical Excellence. All dimensions were classified as "making progress," except for the "Staff & Provider Engagement" dimension, which was classified as "getting started". Professional experience did not influence perceptions of any dimension. A comparison of scores between physicians and nursing staff revealed the largest mean difference among the professional categories (p < 0.001). The key dimensions for implementing and developing patient experiences were positively identified by professionals of the multidisciplinary team in the study context. Healthcare professionals' engagement has emerged as the primary factor identified as an opportunity to improve patient experience.