Question 520-04

Question /// This sounds like patient centered care at its finest. Do you think that having patients more involved in the care process is good or bad? When we think back years ago we used to just take our physician’s word for it and listen. Now we are more involved than ever but can that impede the care delivery process?

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Last year I was admitted to the hospital because of severe symptoms of diarrhea. The stay in the hospital was for two weeks until I recovered completely from diarrhea. The hospital was providing quality assistance to patients and family members. Throughout my stay there, I experienced positive interaction with physicians and nurses who were always available for assistance and guidance. I suffered from acute diarrhea, but timely and quality healthcare delivery services improved my physical condition. I couldn’t stand even when admitted to the hospital, but improvements happened during the first week. More than medications, the positive interaction with physicians was effective. They engaged me in the care delivery process by asking for everything. For example, before prescribing medicine, the physician always asks whether I want tablets or liquid syrups.

Before leaving the hospital after recovery, hospital management asked me to participate in a patient experience survey. Ten questions were asked about the hospital’s management and healthcare delivery services. I answered based on my satisfaction with the services and staff members. The Ministry of Health (MOH)  measures aim to engage patients in quality improvement by measuring their satisfaction with the healthcare facility’s services. It was developed in collaboration with the Quality General Department to engage patients in the performance improvement process and enhance opportunities for the organization. My experience as a patient aligns with the MOH in terms of engagement in the healthcare improvement process (Beattie et al., 2015). I’m satisfied with the healthcare services from the facility. Thus I reported accordingly.

Patient satisfaction, healthcare outcomes, the success of implemented diagnosis, and patient-physician relations are some important indicators to determine outcomes and measure the performance of the facility. These indicators help facilities to understand how they are performing and where improvements are needed (Shohet, 2006).


Beattie, M., Murphy, D., & Atherton, I. (2015). Instruments to measure patient experience of healthcare quality in hospitals: a systematic review. NIH, 4(97). DOI: 10.1186/s13643-015-0089-0

Shohet, I. (2006). Key Performance Indicators for Strategic Healthcare Facilities Maintenance. Journal of Construction Engineering and Management, 132(4). DOI:10.1061/(ASCE)0733-9364(2006)132:4(345)

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