通过有意义的参与改善患者体验:口腔健康患者的旅程

Oral Pub Date : 2023-11-08 DOI:10.3390/oral3040041
Shamiso Chakaipa, Sarah J. Prior, Sue Pearson, Pieter J. van Dam
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引用次数: 0

摘要

世界各地的医疗保健组织都接受了患者体验在改善医疗保健服务中发挥的宝贵作用。与患者接触是了解如何提供安全、高质量、尊重他人、以人为本和高效的卫生保健的重要组成部分。在口腔卫生服务方面,历来报告的患者经历主要是具有挑战性的,这最常与过去口腔卫生治疗不良的创伤经历有关。此外,与口腔健康治疗相关的高额自付费用可能意味着人们脱离这些服务,从而使他们的口腔健康状况恶化。因此,口腔卫生有一个巨大的任务,以减少负面的看法和经验。这需要创新和微妙的方式来引导和解决病人和服务方面的挑战。探索和承认口腔健康患者存在的无数历史挑战,并利用这些经验来支持变革,将确保设计和实施以人为本的改进。因此,这篇观点论文定义了患者体验,并提出了如何使用有意义的参与概念来改善口腔健康患者体验,重点关注澳大利亚的情况。我们确定了影响口腔健康患者体验的两个重要概念,并探讨了这些概念如何通过改善患者体验来改善口腔健康服务。第一个概念是“人、患者和用户”,关注的是一般医疗保健环境中的一般患者体验旅程。第二个概念是服务前、当前服务和服务后,这与口腔健康患者在口腔健康服务环境中的体验旅程有关。我们的研究结果表明,医患关系和技术的使用是患者参与改善患者体验的核心。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Improving Patient Experience through Meaningful Engagement: The Oral Health Patient’s Journey
Healthcare organisations around the world have embraced the valuable role that patient experience plays in the improvement of health care delivery. Engaging with patients is a vital component of understanding how to deliver safe, high-quality, respectful health care that is person-centred and efficient. In oral health services, patient experience is historically predominantly reported as challenging, which is most commonly associated with past traumatic experience with poor oral health treatment. Additionally, the high out-of-pocket costs associated with oral health treatment can mean that people disengage with these services, thereby worsening their oral health conditions. Consequently, oral health has an enormous task to reduce the negative perceptions and experiences. This demands innovative and subtle ways to navigate and address patient and service challenges. Exploring and acknowledging the myriad of historical challenges that exist for oral health patients and utilising these experiences to support change will ensure person-centred improvements are designed and implemented. Therefore, this perspective paper defines patient experience and proposes how oral health patient experience can be improved using the concept of meaningful engagement with a focus on the Australian context. We identified two important concepts that impact oral health patient experience and explored how these concepts may play a role in improving oral health services through improved patient experience. The first concept is person, patient, and user which focusses on general patient experience journey in a general health care setting. The second concept is preservice, current service, and post service which relates to an oral health patient’s experience journey in an oral health service setting. Our findings suggest that the practitioner–patient relationship and use of technology are central to patient engagement to improve patient experience.
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