Richard M Elias, Jennifer R Bond, Brooke L Werneburg, Sheila K Stevens, Jonathan A Leighton
{"title":"Successful Handling of Patient Complaints Requires Effective Training of Specialists: A Description of the CODE Training Model for Patient Complaint Excellence.","authors":"Richard M Elias, Jennifer R Bond, Brooke L Werneburg, Sheila K Stevens, Jonathan A Leighton","doi":"10.1177/23743735251342611","DOIUrl":"https://doi.org/10.1177/23743735251342611","url":null,"abstract":"<p><p>Patient complaints are valuable sources of information for quality improvement and provide an avenue for patient self-advocacy. This paper outlines the development and implementation of a novel training program, termed CODE (Compassion, Operational Support, De-escalation, Empowerment), for patient experience complaint management staff. The program consists of 2 core tracks: procedural training on operational systems and resources, and interpersonal communication training. A dual-track framework ensures practical knowledge to access resources to assist complainants is paired with communication for empathy and human connection. The CODE program's dual-track structure is a key strength, bridging the gap between operational efficiency and compassionate communication. By emphasizing both procedural knowledge and interpersonal skills, it equips healthcare professionals to manage patient complaints successfully. The CODE program represents a novel approach for healthcare institutions seeking to optimize patient experience and complaint-handling performance.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251342611"},"PeriodicalIF":1.6,"publicationDate":"2025-05-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12117222/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144175211","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":"The Conundrum of Antidepressant-Induced Anhedonia: A Blended Patient-Psychologist Perspective.","authors":"Nicholas Norman Adams","doi":"10.1177/23743735251346666","DOIUrl":"https://doi.org/10.1177/23743735251346666","url":null,"abstract":"<p><p>This article constitutes a Patient Perspective, grounded in lived experience, its primary aim is to enhance awareness of antidepressant-induced anhedonia by providing experience-based insights, relevant to clinicians, researchers, and caregivers. My own experiences with treatment-resistant depression-anxiety have been significant and long-lasting. In my 22-year-plus journey of illness experience-and having taken over 23 antidepressant medications-emotional-blunting, anhedonia, and mania have all, at times, been side-effect-related factors. This work explores the conundrum of antidepressant-induced anhedonia, developing an in-depth patient perspective useful for mental health practitioners, psychiatrists, psychologists, and for wider formal professional and informal nonprofessional caring actors. I write this via a reflexive lens as a long-term mental health patient, while also recognizing my dual-positionality as a Chartered Psychologist and an academic with a PhD working in the field of mental health. Thus, my dual-perspective provides a unique lens useful for translating the patient experience to a wider caregiving audience: fostering understanding and deepened awareness of the anhedonia experience. Implications for patient care are discussed.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251346666"},"PeriodicalIF":1.6,"publicationDate":"2025-05-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12117221/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144175213","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":"Conveying Missed Miscarriage Information at Obstetric Ultrasounds: Patient Experiences and Trauma-Informed Considerations.","authors":"Rana Van Tuyl, Kathryn Berry-Einarson","doi":"10.1177/23743735251343497","DOIUrl":"10.1177/23743735251343497","url":null,"abstract":"<p><p>Health system changes are needed to improve the care of people experiencing miscarriage, including patients receiving missed miscarriage information at obstetric ultrasounds. This study included policy research on prenatal care guidelines, policy research on employment legislation for bereavement leave, interviews with people who had lived/living experience with miscarriage recovery in British Columbia, Canada, and a dialogue with patients. Missed miscarriages are commonly diagnosed during routine obstetric ultrasounds, requiring ultrasound technicians and other healthcare providers to communicate missed miscarriage information to patients. Compassionate care and communication are needed to support patients and partners during this often-difficult time. Trauma-informed training should be provided to ultrasound technicians and other healthcare providers who communicate information on miscarriage to patients in clinics and hospitals, including emergency departments. Additionally, health systems can consider policy recommendations discussed in this article to place trauma considerations at the center of the patient/provider experience, such as allowing a support person to be present during the full duration of the obstetric ultrasound and inviting the patient to make the decision on receiving, or not receiving, the ultrasound picture.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251343497"},"PeriodicalIF":1.6,"publicationDate":"2025-05-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12107009/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144162675","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":"Factors Associated With Patient Experience From 2 Tertiary Care Hospitals-A Cross-Sectional Study From Karachi, Pakistan.","authors":"Aqsa Amjad, Zaibun Nisa, Sana Javed Khan, Sania Sabir Sethi, Asmara Ghafoor, Anoosha Iqbal, Farheen Shahzad, Mehmood Riaz, Uzma Ghori, Aysha Almas","doi":"10.1177/23743735251342118","DOIUrl":"10.1177/23743735251342118","url":null,"abstract":"<p><p>Healthcare systems are rapidly transitioning toward patient-centered models, however, there is limited data regarding this from low- and medium-income countries. This cross-sectional study included patients above 18 years, admitted to internal medicine services at 2 tertiary care hospitals in Karachi, Pakistan. The outcome was a patient experience, with independent factors including sociodemographic characteristics (age group, gender, education level, and financial status) and hospital stay-related factors (admission type, length of hospital stay, attending physician's academic designation, functional status, code status, number of consults, and number of surgical and radiological procedures). Among 499 patients, the mean (standard deviation) patient experience score was 44.1 (4.5). Multivariable regression analysis showed higher scores (>45) were associated with factors such as, >16 years of education (OR = 1.6, 95% CI, 0.7-3.9), higher physician academic rank (OR = 4.5, 95% CI, 2.0-9.8 for Associate Professors and OR 12.1, 95% CI, 6.6-22.1) more radiological investigations (OR = 1.3, 95% CI, 0.3-1.8) and undergoing surgical procedures (OR = 2.1, 95% CI, 0.8-5.8). Lower scores (<45) were associated with semiprivate ward admissions, patients with a functional level of II, and a higher number of consults. Overall, the study showed a good patient experience score. However, disparities exist, emphasizing the need for policies to improve patient awareness, physician training, and equitable care for all of those with functional limitations.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251342118"},"PeriodicalIF":1.6,"publicationDate":"2025-05-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12099128/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144143882","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":"Digital Disparities in Healthcare: A Tale of the Haves and Have-Nots?","authors":"Allen M Chen","doi":"10.1177/23743735251343585","DOIUrl":"10.1177/23743735251343585","url":null,"abstract":"<p><p>While the digitalization of healthcare and the advent of consumer-centered technologies have led to advancements in patient engagement, it is evident that certain, underprivileged segments of society might not be benefiting. The purpose of this review was to thus analyze the expanding data focusing on digital disparities in healthcare and was designed based on the Preferred Reporting Items for Systematic Review and Meta-Analysis Protocols (PRISMA-P) statement. First, a literature search of original, peer-reviewed publications was undertaken to identify studies pertaining to disparities in the utilization of digital technologies in healthcare using a variety of customized retrieval terms. Articles published from January 2014 to January 2024 were included. Subsequently, a total of 247 peer-reviewed studies were identified which were used to construct a framework for interpretation. The core themes could broadly be categorized into digital health portals (<i>N</i> = 74), telemedicine (<i>N</i> = 57), healthcare wearables (<i>N</i> = 49), digital intervention tools (<i>N</i> = 35), and virtual education (<i>N</i> = 32). While the potential of digital health to fundamentally transform the nature of patient-centric care is increasingly being recognized, the growing \"digital divide\" between the \"haves\" and \"have-nots\" with respect to nearly every facet of technology implementation raises concern regarding the perpetuation of inequities across society.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251343585"},"PeriodicalIF":1.6,"publicationDate":"2025-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12099147/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144143850","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}
Naa-Amy Korkor Wayne, Wendy Sanwu Kutten, Samuel Anokye-Mensah, Samuel T Opoku, Bettye A Apenteng
{"title":"Examining the Relationship Between the Quality of Cost Conversations and Patient Satisfaction in the Oral Health Setting.","authors":"Naa-Amy Korkor Wayne, Wendy Sanwu Kutten, Samuel Anokye-Mensah, Samuel T Opoku, Bettye A Apenteng","doi":"10.1177/23743735251341733","DOIUrl":"10.1177/23743735251341733","url":null,"abstract":"<p><p>When implemented, provider-patient cost conversations have been touted as an effective strategy for reducing patients' costs. However, the impact of quality cost conversations on patients' satisfaction with dental visits remains unknown. By addressing this gap in the literature, this study contributes to the existing body of research on the factors influencing dental patient experience. The data used for this study were from an online, self-administered survey of US residents aged 18 years and older who had visited a dentist within the past 24 months. Adjusted binary logistic regression analysis was performed to evaluate the relationship between the quality of cost conversations and satisfaction with dental visits. Most respondents identified as non-Hispanic White (65.9%), aged 18 to 34 years (45.7%), and had dental insurance coverage (73.7%). In the adjusted logistic regression analysis, the quality of cost conversations was positively and statistically significantly associated with reported satisfaction with the dental visit (odds ratio = 4.371; 95% confidence interval 2.598-7.355). The study suggests aligning cost conversations with treatment planning and incorporating best practice elements, such as routinely discussing care costs as part of the clinical encounter and developing treatment plans responsive to cost concerns, may enhance patients' experience in dental care settings.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251341733"},"PeriodicalIF":1.6,"publicationDate":"2025-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12099088/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144143878","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}
Pam Taub, Michael G Knight, Delilah McCarty, Carey Robar, Andrea Traina, Lyn Behnke
{"title":"Patient and Cardiologist Perspectives on the Treatment of Patients With Concomitant ASCVD and Obesity.","authors":"Pam Taub, Michael G Knight, Delilah McCarty, Carey Robar, Andrea Traina, Lyn Behnke","doi":"10.1177/23743735251342141","DOIUrl":"10.1177/23743735251342141","url":null,"abstract":"<p><p>Atherosclerotic cardiovascular disease (ASCVD) and obesity pose challenges to patients, healthcare professionals (HCPs), and health systems. The aim of this study was to understand the journey of patients with ASCVD and obesity, their caregivers, and managing HCPs to optimize treatment outcomes. Patients with ASCVD and body mass index ≥ 27 kg/m<sup>2</sup> (N = 61), their caregivers (N = 12), and HCPs (N = 24) were given an online survey and participated in 1:1 interviews. Cardiology HCPs (N = 120) were given a quantitative online survey. Despite the presence of risk factors, patients described little communication or urgency from their HCPs regarding the link between obesity and cardiovascular health prior to an ASCVD event. Cardiology HCPs ranked obesity as only the fourth most important parameter to monitor pre- and post-ASCVD event but were hesitant to prescribe antiobesity medications pre- and post-ASCVD despite new treatment options. In fact, only 12% recommended medication for weight management. Comprehensive HCP training on weight management and medication options as well as training on strategies to communicate these options to patients and involve them in their own treatment decisions may improve patient experiences and lead to improved health outcomes in patients with obesity and ASCVD.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251342141"},"PeriodicalIF":1.6,"publicationDate":"2025-05-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12093011/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144121192","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}
Bobbie L Johannes, Arch G Mainous, Tyler Prochnow, Xuewei Chen, Selena E Ortiz, Matthew Lee Smith
{"title":"Rural Patients' Perceived Importance of Racial and Ethnic Concordance With Providers and Receipt of Annual Routine Visits.","authors":"Bobbie L Johannes, Arch G Mainous, Tyler Prochnow, Xuewei Chen, Selena E Ortiz, Matthew Lee Smith","doi":"10.1177/23743735251341732","DOIUrl":"10.1177/23743735251341732","url":null,"abstract":"<p><p>The role that racial and ethnic concordance between rural patients and their providers may play in improving health-related behaviors and access to care may be associated with a lack of trust. Therefore, our study identifies the patient characteristics associated with: (1) perceived importance of having racial and ethnic concordance; and (2) not having a routine provider visit in the past year among rural patients living throughout the United States. Data were collected through an online survey using Qualtrics, incorporating validated questionnaire items to assess health beliefs, healthcare practices, access to care, and patient-provider distrust. Sample (<i>N</i> = 166) characteristics were compared using bivariate analyses. Two binary logistic regression models with backward entry were fitted to assess variables associated with perceived importance of concordance and a routine visit in the past year, controlling for distrust in providers, healthcare access, health literacy, and demographics. High distrust in providers was associated with perceived importance of racial and ethnic concordance with one's provider (OR = 9.18) and not having a routine visit (OR = 3.35). This study highlights the complex interplay between racial and ethnic concordance, distrust in providers, and healthcare utilization among rural populations, emphasizing the need for multifaceted approaches to improve healthcare access and outcomes. Future studies should determine whether perceived importance of concordance mediates the relationship between distrust in providers and getting an annual routine visit.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251341732"},"PeriodicalIF":1.6,"publicationDate":"2025-05-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12093013/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144121193","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}
Anna Teufel, Elisabeth Klager, Hannah Hausegger, Christiane Grill, Benjamin Schuster, Maria Kletecka-Pulker, Eva Schaden
{"title":"Putting the WHO Global Patient Safety Action Plan into Practice: Establishing the Austrian Patient Council as a Best Practice Example of Patient Involvement.","authors":"Anna Teufel, Elisabeth Klager, Hannah Hausegger, Christiane Grill, Benjamin Schuster, Maria Kletecka-Pulker, Eva Schaden","doi":"10.1177/23743735251331657","DOIUrl":"10.1177/23743735251331657","url":null,"abstract":"<p><p>Including the patient perspective in health research is not merely beneficial but essential. The establishment of the Austrian Patient Council serves as a practical example of how this goal can be effectively realized. This comprehensive mixed methods study offers valuable insights into the preparatory, foundational, and evaluative steps involved in setting up such a council. By analyzing online surveys conducted at two different points in time and conducting qualitative interviews, the study highlights the critical factors contributing to the council's success. These include selecting research topics of genuine interest to council members; establishing a robust project and administrative structure; ensuring the council is of an appropriate size; and that its membership is diverse and heterogeneous. The study also underscores the importance of implementing measures to facilitate and support active participation, and the need for continuous feedback and flexibility. Overall, the findings demonstrate that patient involvement in health research is feasible and provides a roadmap for meaningful engagement.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251331657"},"PeriodicalIF":1.6,"publicationDate":"2025-05-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12098174/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144143886","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}
Teresa J Kelechi, Martina Mueller, Margaret Prentice, Mohan Madisetti
{"title":"Social Isolation, Loneliness, Anxiety, and Quality of Life in a Chronic Ulcer Population With and Without Stigma: An Observational Trial.","authors":"Teresa J Kelechi, Martina Mueller, Margaret Prentice, Mohan Madisetti","doi":"10.1177/23743735251341731","DOIUrl":"10.1177/23743735251341731","url":null,"abstract":"<p><p>Chronic leg ulcers impact millions worldwide, causing visible symptoms including discoloration, swelling, scarring, and requiring bulky bandaging, which often leads to stigma. Stigma may worsen other psychosocial impairments. This observational study examined stigma, social isolation, loneliness, anxiety, and quality of life (QOL) in adults aged 50+ receiving clinic-based wound care. Participants provided sociodemographic information and completed validated assessments. Among the 26 completers (13 with stigma/S+, 13 without stigma/S-), the average age was 63.2 years; 38% were female, and 58% Black/African American. Most (73%) had ≥high school education, 77% were single, and 42% were employed. Mean BMI was 38.7 kg/m², with 3.7 comorbidities. Stigma scores were higher in S+ (9.8 ± 4.6) versus S- group (6.0 ± 0.0). Loneliness was ≥40 for 15% (S-) versus 53% (S+). Social support was higher in S+ (77.0 ± 21.9) versus S- (64.5 ± 22.3), as was anxiety (50.5 ± 7.6 vs 43.3 ± 8.5). S+ reported lower QOL in appearance (2.8 ± 1.6) and clothing (2.4 ± 1.3). Findings underscore stigma's impact on health, warranting further research on protective and resilience interventions.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"12 ","pages":"23743735251341731"},"PeriodicalIF":1.6,"publicationDate":"2025-05-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC12081977/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"144095354","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}