Measuring patient experience : Concepts and methods

Ahmed, Faraz and Burt, Jenni and Roland, Martin (2014) Measuring patient experience : Concepts and methods. The Patient, 7 (3). pp. 235-241. ISSN 1178-1653

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Providing a good patient experience is a key part of providing high-quality medical care. This paper explains why patient experience is important in its own right, and its relationship to other domains of quality. We describe methods of measuring patient experience, including issues relating to validity, reliability and response bias. Differences in reported patient experience may sometimes reflect differences in expectations of different population groups and we describe the arguments for and against adjusting patient experience data for population characteristics. As with other quality improvement strategies, feeding back patient experience data on its own is unlikely to improve quality: sustained and multiple interventions are usually required to deliver sustained improvements in care.

Item Type:
Journal Article
Journal or Publication Title:
The Patient
Uncontrolled Keywords:
?? national health servicepatient experience communication skill trainingquality improvement strategymystery shopper nursing (miscellaneous) ??
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Deposited On:
12 Mar 2018 11:40
Last Modified:
28 Nov 2023 11:27