Journal of Patient Experience最新文献

{"title":"Designing Artificial Intelligence Tools to Strengthen Human Connection in Healthcare: The CoCo Experience.","authors":"Richard M Elias, Shawn M Grimsley, Brooke L Werneburg, Sheila K Stevens, Sunanda Kane","doi":"10.1177/23743735261461903","DOIUrl":"10.1177/23743735261461903","url":null,"abstract":"<p><p>Healthcare organizations face persistent tension between efficiency and human connection. Digital systems often fragment attention and unintentionally distance staff from patients. At Mayo Clinic, we developed a conversational artificial intelligence (AI) agent embedded in Microsoft Teams to address this challenge. Connecting and Communicating (CoCo) provides staff with communication guidance, drawing on institutional resources aligned with the Mayo Model of Communication (MMOC). Built in Microsoft Copilot Studio and shaped by clinicians and operational stakeholders, CoCo was designed to be values-aligned and usable within existing workflows. CoCo is an active, user-initiated tool used primarily before or after challenging interactions to support preparation, reflection, and communication planning. Staff valued CoCo as a \"just-in-time coach\" that reinforced empathy while reducing stress. From August 2025 through February 2026, CoCo supported 1,903 conversation sessions, with early descriptive analytics suggesting favorable satisfaction and response-quality signals. We share insights from development and deployment, along with practical recommendations, to support other organizations considering bespoke, values-aligned AI tools to enhance patient and staff experience. We distill practice-based implementation lessons around governance, human factors, and change management, and offer practical recommendations to inform similar efforts elsewhere.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261461903"},"PeriodicalIF":2.0,"publicationDate":"2026-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13287415/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148319769","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":"\"Treat us Like Human Beings\": Messages and Recommendations to U.S. Policymakers and Veterans Health Administration Providers from a Qualitative Inquiry Into the Health Experiences of Gulf War Veterans With Gulf War Illness.","authors":"Kara A Montague, Megan Lafferty, Michael Graham, Shannon M Nugent","doi":"10.1177/23743735261461919","DOIUrl":"10.1177/23743735261461919","url":null,"abstract":"<p><p>Gulf War Illness (GWI) affects many U.S. Veterans of the 1990-1991 Persian Gulf War (GWVs), yet recognition of the condition and effective treatments remain limited. GWVs with GWI describe feeling dismissed by institutions tasked with their benefits and healthcare, fueling mistrust and disengagement. This qualitative study explored the messages GWVs with GWI wished to convey to the Department of Veterans Affairs (VA) providers and U.S. policymakers. We conducted semi-structured interviews (2019-2022) with a national sample of 39 GWVs with GWI. Veterans emphasized persistent challenges in transitioning to VA care, navigating complex disability claims, and obtaining recognition of GWI as a chronic, service-connected illness. Participants perceived inequities in recognition, benefits, and other support compared to other service eras, and mistrust in compensation and pension processes. Finally, central to these GWI narratives was a desire to be heard, acknowledged, and validated. These findings underscore the importance of Veteran-informed policies, provider education, and empathetic and cooperative dialogue in restoring trust and improving care for GWI.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261461919"},"PeriodicalIF":2.0,"publicationDate":"2026-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13276235/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148296692","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":"Social Determinants of Health and Patient Experiences During Transitions From Inpatient Rehabilitation to Home.","authors":"Hanadi Y Hamadi, Chloe E Bailey, Mindi R Manes, Trevor Paris, Heather A Kendall, Sinyoung Park, Jing Xu, Kristen Hicks-Roof, Aaron Spaulding","doi":"10.1177/23743735261462042","DOIUrl":"10.1177/23743735261462042","url":null,"abstract":"<p><p>Transitions from inpatient rehabilitation to home critically affect patient recovery and caregiver well-being. Social determinants of health (SDoH) shape these outcomes yet remain underexamined in rehabilitation settings. The objective of this study was to examine the prevalence of SDoH on patient and caregiver experiences during the first 30 days following discharge from a multi-site inpatient rehabilitation facility in the southeastern United States and explore patterns of patient satisfaction and caregiver burden that can influence care transitions. A prospective cross-sectional descriptive study surveyed 61 patients and 50 caregivers using validated instruments assessing SDoH, communication, discharge preparedness, and caregiver burden. Social isolation, affecting 18% of patients and 10% of caregivers, was the most prevalent challenge. Additional challenges include health literacy and transportation barriers. Caregivers experienced substantial burden: 60% decline in social activities, 50% decreased energy, and 40.9% negative physical health effects. However, 58.1% reported strengthened patient relationships. This study identifies the importance of care continuity and SDoHs after inpatient rehabilitation. Interdisciplinary interventions focused on these key challenges are essential for improving outcomes.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261462042"},"PeriodicalIF":2.0,"publicationDate":"2026-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13287402/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148319682","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":"Development of a Patient Journey Map for Metabolic Dysfunction-Associated Steatohepatitis: A Comprehensive Assessment of the Patient Journey in North America.","authors":"David O Garcia, Roberto A Calle, Abhinav Seth, Thomas D Norton, David J Lederer, Angela Richardson, Jennifer Berg, Michael Betel, Henry Chang, Heidi Daniels, Wayne Eskridge, Jeff McIntyre, Gina Villiotti Madison, Tony Villiotti, Rosemarie Sellati","doi":"10.1177/23743735261460626","DOIUrl":"10.1177/23743735261460626","url":null,"abstract":"<p><p>Patient experience maps are valuable tools for raising awareness of the patient journey, identifying resource gaps, enhancing access to essential services, and ultimately improving patient outcomes. Here, we describe the development of a metabolic dysfunction-associated steatohepatitis (MASH) patient journey map and its refinement through collaboration with a group comprising eight patient advocates and one person living with MASH, collectively known as the MASH Patient Organizations Who Enable Results (POWER) Council. The patient journey map aimed to identify challenges and unmet needs for people with MASH and to understand the specific experiences of various patient subpopulations. We identified gaps in symptom management, patient-healthcare professional communication, timely diagnoses, access to care, coordination between specialists, and understanding of the impact of MASH on patients' and caregivers' daily lives. These gaps were further compounded in those with severe MASH, particularly Hispanic/Latino populations. These findings highlight the challenges and unmet needs faced by people living with MASH and their caregivers.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261460626"},"PeriodicalIF":2.0,"publicationDate":"2026-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13276217/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148296760","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":"Building Patient Capabilities for Using Virtual Care: A Document Analysis of Patient Support Resources and Guidance.","authors":"Ramya Walsan, Ashfaq Chauhan, Rebecca Mitchell, Corey Adams, Sagda Osman, Elizabeth Manias, Anita Vandyke, Prince Peprah, Bronwyn Newman, Nadine Elkabbout, Reema Harrison","doi":"10.1177/23743735261460555","DOIUrl":"10.1177/23743735261460555","url":null,"abstract":"<p><p>As virtual care becomes embedded in healthcare delivery, understanding the capabilities patients need to engage with these services is critical to safe, equitable access. This study aimed to identify patient capabilities for virtual care engagement described in existing guidance and support resources. Document analysis was used to examine patient-focused documents from Australia and New Zealand. A comprehensive search was conducted across the websites of 83 government departments, healthcare agencies, private healthcare organisations, and consumer organisations. Thematic framework analysis was applied to synthesise the findings. Three overarching capability themes with nine sub themes were identified: (1) Technology and Infrastructure (2) Literacy and Advocacy and (3) Service Engagement capabilities. Most documents prioritised technology and task-based engagement with limited attention to equity, advocacy, safety, privacy and support for priority groups. Findings highlight essential patient capabilities for virtual care and reveal important gaps. However, this study was limited to publicly available documents from two countries and may not fully capture informal or practice-based support available for virtual care use. Future research should examine how these capabilities are enacted in real-world settings and explore patient perspectives across diverse populations to inform more inclusive and equitable virtual care design.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261460555"},"PeriodicalIF":2.0,"publicationDate":"2026-06-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13272990/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148279165","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":"Language Access in Healthcare: Aligning Policy and Evidence to Improve Patient Experience Through Professional Interpretation and Language- Concordant Care.","authors":"Gabriela Plasencia, Zachary Predmore, Danielle Schlang, Nabeel Qureshi, Denise D Quigley","doi":"10.1177/23743735261449969","DOIUrl":"10.1177/23743735261449969","url":null,"abstract":"<p><p>Language access significantly affects patient-provider communication, patient safety, and healthcare outcomes. Eliminating language barriers improves care quality. As a result, the use of professional interpreters or language concordant care is recommended. Yet, persistent barriers remain. We conducted a policy-oriented narrative review of peer-reviewed studies, federal regulations and professional guidelines published between 2004 and 2025 on language access, interpreter services, and U.S. Health System reform. We found there is a solid foundation in place to support several needed steps to strengthen language supports for non-English-preferring patients in the United States. We recommend practical, evidence-based strategies for healthcare organizations, state and federal polices, and joint multi-stakeholder initiatives. To drive meaningful change, both federal and state initiatives that financially incentivize improved language supports are needed, alongside enhanced regulatory and enforcement mechanisms to penalize underperforming providers. Healthcare systems must prioritize professional interpretation, develop systematic methods to assess and utilize the language skills of bilingual providers, and ensure consistent availability of professional high-quality language services. Integrating language access and supports into technology standards is also crucial for effectively mitigating language barriers. Substantial changes are necessary to enhance healthcare experiences and outcomes for patients who communicate in languages other than English.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261449969"},"PeriodicalIF":2.0,"publicationDate":"2026-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13269982/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148273295","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":"A Family Caregiver Perspective on Fragmented Continuity of Care for an Elderly Female Patient With Upper Limb Fracture.","authors":"Nor Islafatun, Moh Heri Kurniawan","doi":"10.1177/23743735261462047","DOIUrl":"10.1177/23743735261462047","url":null,"abstract":"<p><p>Older women have a higher risk of osteoporosis and fractures than men after menopause. This article presents a family caregiver's first-person perspective on navigating the healthcare system while caring for an 85-year-old mother following a left upper limb fracture requiring cast immobilization. Older women with fractures require extended care at home, where family members take on responsibilities usually handled by health professionals. The perspective reflects on systemic gaps in post-discharge continuity of care, particularly the limited clinical involvement of primary healthcare services and the reliance on administrative referral-back processes. The experience highlights how family caregivers are compelled to manage symptom interpretation, functional decline, and emerging complications during home recovery-while also navigating gender-specific care needs-often without structured professional guidance. Family caregivers are uniquely positioned to identify fragmentation, safety risks, and unmet needs across care transitions. Recommendations include strengthening the clinical role of primary healthcare in post-discharge follow-up, improving communication and anticipatory guidance during recovery, and formally recognizing family caregivers as essential partners in caring for older women recovering at home. Integrating caregiver perspectives into post-discharge care planning may improve recovery experiences, reduce caregiver burden, and enhance continuity of care for elderly female patients.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261462047"},"PeriodicalIF":2.0,"publicationDate":"2026-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13269967/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148272914","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":"Evaluation of Patient Experience in Inpatient Rehabilitation Setting: An Australian Perspective.","authors":"Haeyoon Ryu, Krystal Song, Bhasker Amatya, Fary Khan","doi":"10.1177/23743735261462041","DOIUrl":"10.1177/23743735261462041","url":null,"abstract":"<p><p>This study evaluated patient experience in an Australian inpatient rehabilitation cohort in a tertiary hospital. Fifty-one consecutive patients admitted to an inpatient rehabilitation unit were recruited to evaluate their experience using the Australian Modified Client-Centred Rehabilitation Questionnaire (AM-CCRQ) across seven domains: decision-making, education, outcome evaluation, family involvement, emotional support, physical comfort, and continuity/coordination of care. Participants' functional outcomes before and after rehabilitation were evaluated using validated Clinical Functioning Information Tool (ClinFIT) and Functional Independence Measure (FIM) tools. The median age of participants was 68 years (range 27-91), with the majority being female (54.9%). The most common conditions were orthopaedic (29.4%) and stroke (23.5%), with most participants reporting at least one issue in ClinFIT categories. Emotional support, decision-making and education AM-CCRQ domains received the highest positive ratings, while family involvement domain was rated the 'lowest.' The participants demonstrated significant functional improvement at discharge across ClinFIT categories and FIM subscales (p <0.001 for all). The AM-CCRQ can be a useful system-level indicator of quality and safety when used in conjunction with routine rehabilitation outcome tools.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261462041"},"PeriodicalIF":2.0,"publicationDate":"2026-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13269970/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148273017","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 Readability of British Association of Urology Society Patient Information Leaflets: Have We Done Enough for Patients to Understand?","authors":"Henry St Aubyn Bilton, Peter Knapp, Gui Tran","doi":"10.1177/23743735261449660","DOIUrl":"10.1177/23743735261449660","url":null,"abstract":"<p><strong>Introduction: </strong>Patient Information leaflets (PILs) from the British Association of Urologists (BAUS) are commonly used to communicate to patients about surgical procedures, but previous studies have highlighted that they are too difficult for some patients to read. BAUS PILs have since been rewritten using guidelines which emphasize readability.</p><p><strong>Objectives: </strong>To identify if the readability of BAUS PILs has changed compared to historical versions.</p><p><strong>Methods: </strong>Current BAUS PILs (published 2020-2025) were compared with historical PILs with similar titles from 2014 to 2016 using a custom Python script.</p><p><strong>Results: </strong>Readability scores improved by a significant (<i>P</i> < .001) albeit small amount (FKGL 8.83 vs 8.67; SMOG 11.86 vs 11.71; FRE 57.06 vs 57.47), and continue to have a suboptimal readability. The revised PILs had significantly fewer long sentences (10.11% vs 6.84% <i>P</i> < .0001), fewer sentences that used the \"passive voice\" (30.50% vs 16.22% <i>P</i> < .0001) and were shorter (1875.5 words vs 1726 <i>P</i> = .004).</p><p><strong>Conclusion: </strong>While there have been small improvements in urology PILs for patients, they remain too difficult for many patients, and more work is needed to improve readability.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261449660"},"PeriodicalIF":2.0,"publicationDate":"2026-06-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13260789/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148254018","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":"Exploring Factors Influencing Healthcare Providers' Referral Decisions to Cardiac Rehabilitation Programs in Riyadh City: A Cross-Sectional Study.","authors":"Tasneem Rashed Adam, Abdullah I Al-Sharif, Nawaf Abdullah Alsaadi, Rawan Ahmed Alnashri, Alaa Ibrahim M Alluwimi, Taghreed Saeed Alamri, Doaa R Adam, Nawal Hussain Alzaheb, Mohammed Abdullah Alharthi, Miesa Salah Elden Abdelgadir Siddig, Abdulaziz A AlKheraif","doi":"10.1177/23743735261459609","DOIUrl":"10.1177/23743735261459609","url":null,"abstract":"<p><p>Cardiac rehabilitation programs (CRPs) improve outcomes and reduce mortality among patients with cardiovascular disease; however, referral rates remain suboptimal. This cross-sectional study investigated factors influencing referral decisions to CRPs among healthcare providers in Riyadh City. A self-administered online questionnaire was distributed to physicians, nurses, and allied healthcare professionals working in hospitals and primary healthcare centers. A total of 166 participants completed the survey. Overall, approximately 40% of participants reported referring patients to CRPs, with nurses demonstrating the highest referral rate. Referral likelihood was significantly associated with years of professional experience, with the highest referral rates observed among participants with 5-10 years of experience (p = 0.04). The most commonly reported barriers to referral included limited availability of cardiac rehabilitation centers, patient refusal, limited patient mobility, and shortages of trained or experienced staff. Patient comorbidities and lack of awareness regarding CRP benefits were also identified as important barriers. Regarding CRP delivery models, most participants preferred hospital-based programs, although many also considered home-based cardiac rehabilitation to be a practical and convenient alternative. These findings highlight the need for strategies aimed at improving CRP accessibility and strengthening referral practices in Saudi Arabia. Expanding rehabilitation services, improving healthcare provider training and awareness, and integrating structured referral pathways into healthcare systems may help increase referral rates and patient participation in CRPs. Further studies using larger and more representative samples are recommended to better evaluate referral practices and identify effective interventions for improving CRP utilization.</p>","PeriodicalId":45073,"journal":{"name":"Journal of Patient Experience","volume":"13 ","pages":"23743735261459609"},"PeriodicalIF":2.0,"publicationDate":"2026-06-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC13263593/pdf/","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"148253849","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}