Patient Experience
Reflecting on a time my father was sick,when he was alive, we did seek health care from KFSH&RC Emergency Room. The overall care delivery experience was of high quality. Firstly, the healthcare setting was accessible, and the environment was comfortable. Also, there was open communication between the healthcare providers, and they had empathic, respectful, and caring interpersonal skills when attending to my father, which I found professional. Additionally, he received thorough and personalized care.
Also, the patient relations department administered a patient experience survey at the end of the visit. The survey was the facility’s measure of the quality of care delivery from a patient’s perspective based on personal experience. Some of the aspects in the survey included the facility accessibility, safety and cleanliness of the environment, communication quality with providers, care coordination among the providers, timeliness of different services such as waiting time for test results, emotional support from providers, the level of patient-centeredness of the care and the financial concerns.
The MOH Patient Experience Measurement Program national program assesses patients’ experience in healthcare facilities across Saudi Arabia (Senitan, Alhaiti & Gillespie, 2018). My experience aligns with the program because indicators of care used to evaluate my experiences at KFSH&RC Emergency Room, such as communication with the healthcare providers, timeliness, care coordination, safety, emotional support, and patient-centeredness, are also used in the program.
One of the specific indicators that I suggest the facility tracts measure its performance is communication with healthcare providers. This is a key indicator because it determines whether providers listen to patients’ concerns, the clarity of explanations given to patients, and how well providers address patients’ concerns (Compton, Glass & Fowler, 2019). Timeliness is another specific indicator I would recommend the hospital focus on. The waiting time for patients either for tests, appointments, or treatment says much about the efficiency of care, revealing concerns the facility should address. On the other hand, patient satisfaction regarding overall care experience and clinical outcomes that measure patients’ health status after care dimensions are most important in determining outcomes.
References
Compton, J., Glass, N., & Fowler, T. (2019). Evidence of selection bias and non-response bias in patient satisfaction surveys. The Iowa orthopedic journal, 39(1), 195.https://www.ncbi.nlm.nih.gov/pmc/articles/PMC66045…
Senitan, M., Alhaiti, A. H., & Gillespie, J. (2018). Patient satisfaction and experience of primary care in Saudi Arabia: a systematic review. International Journal for Quality in Health Care, 30(10), 751-759.
this was question Reflect 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?
Expert Solution Preview
Introduction:
Reflecting on a personal experience as a patient or family member of a patient can provide valuable insights into the healthcare system’s delivery of care. In this response, I will discuss a healthcare setting that I or a family member experienced, participation in a patient experience survey, alignment with the MOH Patient Experience Measurement Program, specific indicators to track facility performance, and important dimensions in determining outcomes.
Answer:
The healthcare setting my family member experienced was KFSH&RC Emergency Room. The overall care delivery experience was of high quality due to various reasons. Firstly, the healthcare setting was accessible, and the environment was comfortable. Additionally, there was an open communication between the healthcare providers, and they showed empathic, respectful, and caring interpersonal skills when attending to my family member, which was found professional. Moreover, the care provided was thorough and personalized.
There was an opportunity for my family member to participate in a patient experience survey administered by the patient relations department. The survey measured the quality of care delivery from a patient’s perspective based on personal experience, including aspects such as facility accessibility, safety and cleanliness of the environment, communication quality with providers, care coordination among the providers, timeliness of different services, emotional support from providers, the level of patient-centeredness of the care, and financial concerns.
The experience we had aligns with the MOH Patient Experience Measurement Program because the program uses the same indicators of care to evaluate patient experiences, such as communication with healthcare providers, timeliness, care coordination, safety, emotional support, and patient-centeredness.
One of the specific indicators that the facility should track to measure its performance is communication with healthcare providers. This is a crucial indicator because it determines whether providers listen to patients’ concerns, the clarity of explanations given to patients, and how well providers address patients’ concerns. Additionally, timeliness is another specific indicator that the hospital should focus on as the waiting time for patients can reveal concerns that the facility should address. Furthermore, while patient satisfaction regarding overall care experience and clinical outcomes that measure patients’ health status after care dimensions may be vital in determining outcomes.
Overall, the personal experience aligns with the MOH Patient Experience Measurement Program, and the facility should track specific indicators to measure its performance. Communication with healthcare providers and timeliness are crucial indicators to track. Additionally, patient satisfaction and clinical outcomes are necessary in determining outcomes.
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