Leading Organization Quality Improvement 5th week
Week 5: The Patient’s Experience in Healthcare
For every action, there is a reaction, and among the reactions to the increased interest in patient experience has been skepticism about the measures and their importance. Providers worry that the measures reflect “hotel functions” rather than determinants of patients’ health outcomes.
—Nash et al., 2019, p. 236
Whether from a survey, panel, or individual interviews, collecting and measuring data about patient experience is not an easy task, or a task without controversy. There are many schools of thought concerning the best way to approach analyzing the patient experience, and there are many methods and measures used to analyze the patient experience.
This week, you will explore the measurement and analysis of the patient experience. In your reading and Discussion, you will examine the use of scorecards and dashboards for patient satisfaction. You will also consider the strengths and weaknesses of using these measurement devices and evaluate their impact on patient care and satisfaction.
Reference:
Nash, D. B., Joshi, M. S., Ransom, E. R.,