Patient Experience Discussion

QuestionReflect on a time that you or a family member were a patient.

Describe the healthcare setting and the overall care delivery experience.
Did you or your family member participate in a patient experience survey?
Examine how your experience aligns with the MOH Patient Experience
Measurement Program.
What specific indicators would you suggest the facility tracks to measure its
performance and what dimensions are most important in determining outcomes?
1. Embed Quality and Performance Improve in health material concepts, principles, and
theories (which require supporting citations) in your initial response along with at least one
scholarly, peer-reviewed journal article.
These post replies need to be substantial and constructive in nature. They should add to the content
of the post and evaluate/analyze that post answer. including one scholarly peer-reviewed reference.
Minimum 100 words.
Patient experience is a measurement concept introduced for the evaluation of patientcentered care, which itself is defined as “a respectful of and response to individual patient
preferences, needs, and values, and ensures that patient values guide all clinical
decisions” (Senitan et. al., 2020) .
Perceptions of performance and quality of healthcare organizations have begun to
move beyond examining the provision of excellent clinical care, alone, and to consider and
embrace the patient experience as an important indicator.
Physician–patient communication, a core measure of patient-centered care, is strongly
associated with better clinical health outcomes. A physician’s ability to listen and explain
diagnoses and treatment options is an important indicator of the quality of physician–patient
communication .
Care coordination is another important component of the patient experience. Different
studies have reported that improvements in care coordination lead to reductions in
unnecessary and repetitive testing, ED visits, and hospital admissions (Davies et. al., 2008).
In the hospital context, the patient journey is a key cross-functional business process
where patient and providers share action and information flows between people and systems
across various touchpoints. Providers aim to manage hospital patient flow in order to provide
safe and efficient patient care while ensuring the best use of hospital resources (i.e.: beds,
oper- ating theatres, clinics and specialized staff). Poor patient flow may result in decreasing
levels of productivity, increasing risk of harming patients and decreasing levels of quality
perceived by patients (Gualandi et. al., 2019) .
During my visit to a children’s hospital to seek treatment for my child, I became
disoriented by the lengthy process required to be seen by a pediatrician. First, I must wait to
be evaluated by a triage nurse, followed by a lengthy wait to be called for vital signs and to
be called by an emergency clinic physician for an initial evaluation, before a pediatrician can
evaluate my child and determine if admission is necessary. According to the attending
physician, my child needs to be hospitalized for fluid replacement and antibiotics. I must pass
by the admissions office where I became lost while searching for hospital staff I can ask for
directions. I was informed in front of the admissions office that there is no available bed and
that I must wait for hours before being called when one becomes available. After admission,
one nurse was caring for ten pediatric patients, causing medication supply and administration
Next day I contacted 397 which is assigned by ministry of health to receive calls
regarding patient complaints , then I was reached by patient experience office , where I
discuss long process issues and delay in treatment.
Patient feedback is considered integral to quality improvement and professional
development. To strengthen patient feedback as an educational tool, initiatives should be:
specific; collected through credible methods; contain narrative comments; and involve
facilitated reflective discussions where initial emotional reactions are processed into specific
behavioural change, quality improvement initiatives or educational tasks. Understanding and
encouraging cultural contexts that support patient feedback as an integral component of
quality improvement and professional development is essential (Baines et. al., 2018) .
Patient satisfaction is regarded as an indicator of healthcare quality. Satisfied patients
were more likely to adhere to treatment recommendations and return for follow up
The Patient Experience Measurement Program, provided by the Ministry of Health
(MOH), is one of the national transformation initiatives to improve patient experience and to
achieve distinctive health care by the Assistant Agency for Planning and Organizational
Excellence , in cooperation with Quality General Department, Patient Experience Centre,
Vision Realization Office (VRO), and all healthcare service providers.
The program aims to enable beneficiaries (patients and their families) to engage in
quality improvement by measuring their satisfaction with various health services in MOH’s
facilities through surveys designed for each visit separately. It features a number of hospitals,
specialized centers, primary health care centers. The program extends the scope of operations
to cover all MOH’s facilities (Senitan et. al., 2020) .
The program adopts international scientific mechanisms in measuring the satisfaction
of beneficiaries with the health services through a third party to ensure impartiality and
credibility of results. The results are compared to regional and international levels.
Baines, R., Regan de Bere, S., Stevens, S., Read, J., Marshall, M., Lalani, M., … &
Archer, J. (2018). The impact of patient feedback on the medical performance of qualified
doctors: a systematic review. BMC medical education, 18(1), 1-12.
Gualandi, R., Masella, C., Viglione, D., & Tartaglini, D. (2019). Exploring the
hospital patient journey: What does the patient experience?. PloS one, 14(12), e0224899.
Powell Davies, G., Williams, A. M., Larsen, K., Perkins, D., Roland, M., & Harris,
M. F. (2008). Coordinating primary health care: an analysis of the outcomes of a systematic
review. Medical Journal of Australia, 188, S65-S68.
Senitan, M., & Gillespie, J. (2020). Health-care reform in Saudi Arabia: patient
experience at primary health-care centers. Journal of Patient Experience, 7(4), 587-592.
Wolf PhD, C. P. X. P., & Jason, A. (2014). Defining patient experience. Patient
experience journal, 1(1), 7-19.
These post replies need to be substantial and constructive in nature. They should add to the content
of the post and evaluate/analyze that post answer. including one scholarly peer-reviewed reference.
Minimum 100 words.
Three changes in the health care system over the past 30 years have
contributed significantly to the rise in popularity of patient satisfaction
evaluation. First, instead of simply assisting patients through their sickness, the
duty of the clinician has evolved to include either curing the patient or reducing
their chronic symptoms. The second is the drive toward patient-centered care,
which views patients as healthcare customers. has caused the emphasis in health
care to shift from a belief in beneficence to autonomy and has rendered patient
opinions to be considered when making medical decisions. Third, it is becoming
more important to include patient viewpoints in evaluating medical services and
the justification of health policy. Despite this increase in popularity, there are
various definitions of patient satisfaction measurement. Most research done since
then is based on the primary patient satisfaction theories, which were all
published in the 1980s. According to Ware et al., patient satisfaction is a result of
patients’ subjective reactions to care they have received, as filtered via their own
preferences and expectations (Hawthorne et al., 2011).
Through my visit to the general health clinic in my neighborhood with a
previous appointment I booked through the governmental app to ease the access
for the individuals and decrease the waiting time for patients and prevent crossinfection between sick patients in the waiting area which aligns with MOH vision. I
noted my name was not registered due to a malfunction of the system and that
led to canceling my appointment. I reach 937 to open a complaint file and
immediately I was reached by the administrator chairman of the health clinic to
apologize for the misunderstanding and compensate me with an immediate
appointment. The environment of the clinic was very clean and quiet due to the
appointment policy which is considered an improvement compared to my history
in public health clinics. After that, patient satisfaction about public health was
given to me, and another form of patient satisfaction was about the complaint file
and the MOH action.
The Patient Experience Measurement Program is one of the national
transformation initiatives offered by the Ministry of Health (MOH). It was
developed in collaboration with the Quality General Department, the Patient
Experience Center, the Vision Realization Office (VRO), and all healthcare service
providers. Through surveys explicitly created for each visit, the program aims to
give beneficiaries (patients and their families) the opportunity to participate in
quality improvement by gauging their satisfaction with various health services
provided by MOH facilities. It has several hospitals, specialized facilities, and
primary healthcare facilities. The initiative broadens the operations’ purview to
include all MOH facilities (Senitan et al., 2020).
Hawthorne, G., Sansoni, J., Hayes, L., Marosszeky, N., & Sansoni, E. (2011;2014;). Measuring patient
satisfaction with health care treatment using the short assessment of patient satisfaction measure
delivered superior and robust satisfaction estimates.Journal of Clinical Epidemiology, 67(5), 527537.
Senitan, M., & Gillespie, J. (2020). Health-care reform in Saudi Arabia: patient experience at primary
health-care centers. Journal of Patient Experience, 7(4), 587-592.

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