{"title":"Using Online Reviews to Drive Person-Centered Care: An HCAHPS-Validated Approach.","authors":"Joseph G Taylor, Meghan P Leaver, Alex Griffiths","doi":"10.1177/23743735251360471","DOIUrl":"https://doi.org/10.1177/23743735251360471","url":null,"abstract":"<p><p>Person-centered care focuses on the needs of the individual receiving care, and involves cooperation between patients and health professionals to develop and monitor care. This research demonstrates that online patient reviews provide a rich, real-time, and detailed source of patient experience that can be used for this purpose. This study also shows that unstructured online data can be quantified using machine learning and natural language processing to automatically flag and rate patient reviews. We describe a supervised learning approach, training a model on a large dataset of manually annotated patient reviews. We report model scores of 99% accuracy in predicting overall score, and 93% to 99% in predicting relevance to seven domains of patient experience, such as Effective Treatment, Fast Access, and Emotional Support. Furthermore, we show statistically significant alignment between these aggregated online patient reviews and HCAHPS star ratings-a \"gold-standard\" measure of care quality for hospitals in the United States. This approach enables benchmarking between health systems and evaluating the impact of interventions on patient experience, while quantifying and enhancing the patient-centeredness of care.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251360471"},"PeriodicalIF":1.8,"publicationDate":"2025-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12304609/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144745411","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Marlene C Lira, Lauren E Hendy, Amanda Olguin, Cynthia Jimes, Clare Mulford, Karisa Davis, Daniel Banks, M Justin Coffey
{"title":"Virtual Backgrounds, Clinician Attire, and Patient Experience Preferences Among Individuals Receiving Telemedicine Treatment for Opioid Use Disorder.","authors":"Marlene C Lira, Lauren E Hendy, Amanda Olguin, Cynthia Jimes, Clare Mulford, Karisa Davis, Daniel Banks, M Justin Coffey","doi":"10.1177/23743735251361584","DOIUrl":"10.1177/23743735251361584","url":null,"abstract":"<p><p>Telemedicine is a growing treatment modality for opioid use disorder and can offer greater privacy, flexibility, and agency to patients who have experienced stigmatizing behavior in other treatment settings. Designing a welcoming and respectful virtual environment is one mechanism for creating a patient-centered experience, yet to date, patient preferences for telemedicine treatment for opioid use disorder have not been evaluated. We conducted a cross-sectional study to assess patient perspectives on Zoom backgrounds and provider attire among individuals receiving telemedicine treatment for opioid use disorder at a multi-state practice. A total of 601 patients participated in the study, of whom 60.4% were female and the average age was 41.4 years. Nearly 60% of respondents preferred real backgrounds during virtual visits. The majority of respondents did not have a preference for provider attire with the remaining respondents preferring casual attire to business casual or formal attire. Overall, we found that individuals with opioid use disorder prefer authenticity in backgrounds and personalized attire to establish trust and open communication in telemedicine.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251361584"},"PeriodicalIF":1.8,"publicationDate":"2025-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12290343/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733774","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Barbara Gonçalves, Eileen Harkess-Murphy, Audrey Cund, Caroline Sime, Joanne Lusher
{"title":"Patient Perceptions on the Role of Informal Caregiver Support in Managing Advanced COPD.","authors":"Barbara Gonçalves, Eileen Harkess-Murphy, Audrey Cund, Caroline Sime, Joanne Lusher","doi":"10.1177/23743735251341727","DOIUrl":"10.1177/23743735251341727","url":null,"abstract":"<p><p>People with advanced chronic obstructive pulmonary disease (COPD) experience a high physical burden which limits their activities and leads to social isolation, loneliness, and burdening social networks, with informal caregivers playing a crucial role in managing their condition. This study explored the views of people with COPD on informal caregiving, highlighting lifestyle adjustments and caregiver-patient dynamics. A qualitative study using semistructured interviews was conducted with 22 participants with advanced COPD recruited from palliative care services. Three themes emerged: patient autonomy, adapting to life under medical constraints and caregiver's understanding of patients' needs. Health deterioration caused patient dependency on caregivers, along with feelings of burden, frustration, and distress. Good information provision and education improve caregiver involvement and patients' self-management. Participants without informed caregiver support struggled with anxiety and disease management. Caregiver-patient relationship quality impacted the caregiver's involvement. In conclusion, patient dependency in advanced COPD leads to frustration and distress, highlighting the need for caregiver education and support. Effective information provision and early involvement of caregivers is essential to improving care quality, reducing distress, and supporting holistic palliative care.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251341727"},"PeriodicalIF":1.8,"publicationDate":"2025-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12301613/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733771","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Carina Mireles-Romo, Eddie Hernandez, Isabella Choi, Jennifer Roh, Soheil Saadat, Shannon Toohey
{"title":"Exploring Factors That Drive Nonurgent Emergency Department Use.","authors":"Carina Mireles-Romo, Eddie Hernandez, Isabella Choi, Jennifer Roh, Soheil Saadat, Shannon Toohey","doi":"10.1177/23743735251362529","DOIUrl":"10.1177/23743735251362529","url":null,"abstract":"<p><p>Nonurgent emergency department (ED) visits continue to rise despite efforts to reduce ED overcrowding. This study aimed to explore factors influencing ED utilization and perceptions of alternative healthcare services among patients of nonurgent ED visits. Conducted at an academic, level-1 trauma center, the study identified nonurgent visits using the emergency severity index 5-level triage acuity scale and utilized a 3-part qualitative survey to gather data on demographics, reasons for ED visits, and perceptions of the ED, primary care physicians (PCPs), and urgent care centers (UCCs). Survey responses from 586 patients were analyzed, demonstrating common themes such as ED accessibility, physician qualifications, and the need for diagnostic testing. Although participants generally expressed satisfaction with PCPs and UCCs, the frequency of nonurgent ED visits remained high. The study suggests that many nonurgent cases could have been managed using alternative healthcare services; additionally, the findings align with existing literature and support the need for enhanced patient education on appropriate ED use and the benefits of utilizing alternative healthcare options.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251362529"},"PeriodicalIF":1.8,"publicationDate":"2025-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12290403/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733770","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Ali Abdulmana A Awadh, Yahia O Dhafar, Mona H Elzohri, Eman D El Desouky, Mohammed Motaweh, Abdullah Alkattan, Mohammed Aldossary
{"title":"Understanding Telemedicine: Measuring Beneficiaries' Satisfaction and Key Call Metrics in the Kingdom of Saudi Arabia.","authors":"Ali Abdulmana A Awadh, Yahia O Dhafar, Mona H Elzohri, Eman D El Desouky, Mohammed Motaweh, Abdullah Alkattan, Mohammed Aldossary","doi":"10.1177/23743735251361199","DOIUrl":"10.1177/23743735251361199","url":null,"abstract":"<p><p>Telemedicine has rapidly evolved as an essential element of healthcare delivery in Saudi Arabia. This study explored a current perspective on the extent of utilization and level of beneficiaries' satisfaction with telemedicine services in Saudi Arabia. A descriptive cross-sectional study was conducted in Saudi Arabia from January 2022 to June 2023. It used secondary data on telemedicine services extracted from 937-Medical call center and immediate virtual consultations (IVCs) via the Sehhaty health application, including offered, answered, abandoned, and non-assigned consultations; average talk time (ATT); and average waiting time or speed of answer (ASA). There were 7,481,259 offered calls to 937-Medical call center during the study period. The ASA was 13.2 ± 3.0 s, and the ATT was 2.04 ± 0.31 min. Around 97% of the offered calls were handled in the first half of 2023 with a shorter ASA of 10.5 ± 0.6 s. Most beneficiaries (94.9%) were satisfied with the 937-Medical call center. There were 712,984 offered IVCs during the study period. The ASA was 3.41 ± 1.07 min, and the ATT was 7.3 ± 0.7 min. Most beneficiaries (77.7%) were satisfied with the IVCs. This study provided an updated overview on the use of telemedicine services and beneficiaries' satisfaction via 937-Medical call center and Sehhaty health application in Saudi Arabia between January 2022 and June 2023. 937-Medical call center service could handle about 96% of its received calls. Notably, most health seekers were satisfied with the healthcare services provided via the 937-Medical call center and Sehhaty health application.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251361199"},"PeriodicalIF":1.8,"publicationDate":"2025-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12290267/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733772","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Mahmoud Abdelsalam, Laura Ross, Rana Sughayar, Alexander MacPherson, Lalita Bharadwaj, Donaldo D Canales, Ian C Chute, Mrudula Avileli, Pierre O'Brien, Maged Salem, Nizar Abdel-Samad
{"title":"Impact of COVID-19 Pandemic on the Management of Oncology Patients in Eastern Canada.","authors":"Mahmoud Abdelsalam, Laura Ross, Rana Sughayar, Alexander MacPherson, Lalita Bharadwaj, Donaldo D Canales, Ian C Chute, Mrudula Avileli, Pierre O'Brien, Maged Salem, Nizar Abdel-Samad","doi":"10.1177/23743735251360831","DOIUrl":"10.1177/23743735251360831","url":null,"abstract":"<p><p>The present study assessed the impact of the COVID-19 pandemic on adult oncology patients at an oncology clinic in Atlantic Canada. Patients completed a survey about their cancer diagnosis, treatment, and the impact of the COVID-19 pandemic on their health between September 2021 and April 2022. Seroprotection from the COVID-19 vaccine was assessed in a subset of patients. Of the 178 patients who provided consent, 161 completed the survey and 134 provided blood samples for seropositive analysis. Most reported no perceived delays in their cancer diagnosis (93.2%), treatment (91.8%), or follow-up care (98.1%) because of the pandemic. Although 75.2% of patients reported anxiety about contracting COVID-19, majority (96.3%) did not miss their appointments because of the pandemic. Seroprotection rates after COVID-19 vaccination did not differ significantly by treatment type; however, patients with hematological cancers had a significantly lower response. This study offers a snapshot of how the COVID-19 pandemic affected the diagnosis, treatment, and well-being of patients with cancer. The findings may help to guide clinical decisions and mitigate care delays in the future.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251360831"},"PeriodicalIF":1.6,"publicationDate":"2025-07-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12280548/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144691906","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Laszlo Nemes, Helga Hartmann, Hrvojka Kostelac, Tina Roblek
{"title":"Patient Preference and Mobile Application Use in Hemophilia A: A Cross-Sectional Survey from Eastern Europe.","authors":"Laszlo Nemes, Helga Hartmann, Hrvojka Kostelac, Tina Roblek","doi":"10.1177/23743735251323791","DOIUrl":"10.1177/23743735251323791","url":null,"abstract":"<p><p>Hemophilia A, a bleeding disorder caused by a deficiency of clotting factor VIII (FVIII), is commonly treated with FVIII prophylaxis. Mobile applications help personalize prophylactic regimens by creating individual pharmacokinetic (PK) profiles. This study evaluated how patients with hemophilia A use mobile applications for PK-guided prophylaxis and explored preferences and patterns of usage across different age groups. Between May and September 2022, patients from Bulgaria, Czechia, Hungary, Lithuania, and Romania participated in a cross-sectional survey. The survey collected information on demographics, documentation preferences (mobile applications or paper diaries), usage patterns, and user satisfaction. Of 84 participants, 40.5% used either a mobile application or paper diary exclusively. Czechia had the highest application usage (94.1%), followed by Romania (50.0%). While 84.2% of the application users were satisfied, many suggested improvements including better medication tracking and smartwatch compatibility. No correlation was found between age and documentation type or application preference. Mobile applications were perceived useful, but physician engagement was higher with paper diaries. These findings suggest potential to enhance mobile applications for better patient-physician interaction and user experience.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251323791"},"PeriodicalIF":1.6,"publicationDate":"2025-07-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12280541/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144691907","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Enduring Inequality in Diabetes and Hypertension Management in Thai Prisons: A Qualitative Study.","authors":"Ratsiri Thato, Sirinapha Jittimanee, Chutima Charuenporn, Krisada Hanbunjerd, Penpaktr Uthis","doi":"10.1177/23743735251361778","DOIUrl":"10.1177/23743735251361778","url":null,"abstract":"<p><p>For individuals in prisons, the management of diabetes and hypertension is resource-intensive and presents substantial challenges. This qualitative descriptive study explored the experiences of incarcerated individuals in accessing health-care resources for these conditions. In total, 60 participants (mean age = 44.3 ± 12.6 years), including 30 individuals at risk for and 30 diagnosed with diabetes and hypertension, were purposively enrolled by prison nurses. Data were collected through 12 focus group discussions and nonparticipatory observations conducted in 6 prisons in Thailand between September and December 2023. The data were analyzed using Braun and Clarke's thematic analysis framework. The findings revealed 3 key themes: \"resource constraints,\" reflecting struggles with inadequate provisions (such as dietary ones); \"neglect,\" reflecting inequalities in diabetes and hypertension screening and limited clinical monitoring; and \"self-reliance,\" reflecting how participants coped with stress and managed life-threatening situations on their own. In conclusion, the study highlights substantial inequalities in diabetes and hypertension management in prisons. Targeted strategies are urgently needed to improve chronic disease management in prison settings.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251361778"},"PeriodicalIF":1.8,"publicationDate":"2025-07-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12301177/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733769","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Meliha Kapetanovic, Randeep Mandla, Susanne Thiesen Gren, Maria Seddighzadeh, Dan Henrohn, Maaria Palmroth, Anna-Maria Hiltunen, Jussi Ranta, Anna-Kaisa Asikainen, Anne Grete Frøstrup, Veli-Jukka Anttila
{"title":"Vaccine Knowledge and Awareness Among Patients With Chronic Inflammatory Diseases: Results From a Nordic Survey.","authors":"Meliha Kapetanovic, Randeep Mandla, Susanne Thiesen Gren, Maria Seddighzadeh, Dan Henrohn, Maaria Palmroth, Anna-Maria Hiltunen, Jussi Ranta, Anna-Kaisa Asikainen, Anne Grete Frøstrup, Veli-Jukka Anttila","doi":"10.1177/23743735251360485","DOIUrl":"10.1177/23743735251360485","url":null,"abstract":"<p><p>A survey on vaccinations was conducted among patients with chronic inflammatory diseases (CIDs), including inflammatory bowel disease, inflammatory rheumatological diseases, and dermatological diseases (DDs). The objective was to identify differences between established vaccination guidelines and actual practices in healthcare as experienced by patients. Among eligible responders (<i>n</i> = 1434), 57% were on immunomodulatory treatment, and 59% were treated in specialized care. The most recommended vaccines were COVID-19 (66%), influenza (63%), and pneumococcal (46%). Regarding common vaccination principles for patients with CID, 61% reported not receiving information on vaccinations before treatment initiation. Only 23% were advised to check their vaccination status before starting medications, and just 20% reported that their vaccination status is regularly assessed. Logistic regression revealed that the DD group was less likely, while patients over 65 years of age or on immunomodulatory treatment were more likely to be recommended and receive vaccinations. Ideally, all CID patients should be eligible for preventive immunization starting from the time of diagnosis. A targeted vaccination program with clear responsibilities across the healthcare system is strongly recommended.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251360485"},"PeriodicalIF":1.8,"publicationDate":"2025-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12301179/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144733773","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Jane Smallwood, Stuart Gibson, Jill Zelin, Dawn Langdon, Jane Vosper
{"title":"Making Cervical Screening More Accessible: A Compassion-Focused Self-Help Intervention for Survivors of Sexual Assault.","authors":"Jane Smallwood, Stuart Gibson, Jill Zelin, Dawn Langdon, Jane Vosper","doi":"10.1177/23743735251343581","DOIUrl":"10.1177/23743735251343581","url":null,"abstract":"<p><p>Female survivors of sexual assault may be at greater risk of cervical cancer than those with no such experience but are less likely to attend their cervical screening. This feasibility study evaluated a novel self-help intervention delivered via mobile app, designed to make cervical screening more accessible by addressing barriers commonly experienced by this group. Participants accessed the intervention immediately (n = 15) or were allocated to a control group (n = 15). Measures of shame, self-compassion, self-efficacy related to cervical screening, and progress toward attendance were completed at baseline and after 7 weeks. Significantly more participants in the intervention group booked and completed a cervical screening compared to controls. A significant group × time interaction was found for self-efficacy with a large effect size. No significant interactions were found for shame or self-compassion. Feedback was generally positive. The app appeared to be a feasible and acceptable way of providing self-help materials and was successful in increasing some participants' confidence in their ability to attend a cervical screening, and in some cases led to attendance. Further evaluation is needed.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251343581"},"PeriodicalIF":1.6,"publicationDate":"2025-07-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12276475/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144676078","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}