Examining the Business Case for Patient Experience: A Systematic Review.
Examining the Business Case for Patient Experience: A Systematic Review.
复制标题
检查患者体验的商业案例：系统回顾。
DOI：
10.1097/jhm-d-20-00207
复制
发表时间：
2021
期刊：
影响因子：
--
通讯作者：
Price,RebeccaAnhang
中科院分区：
文献类型：
--
作者：
Quigley,DeniseD;Reynolds,Kerry;Dellva,Stephanie;Price,RebeccaAnhang
医院、医生团体和其他医疗保健提供者正在投资改善患者护理体验。先前的综述得出结论，更好的患者护理体验与更少的医疗保健利用和更好地遵守推荐的预防和治疗，临床结果和医院内的患者安全相关。没有全面的审查审查了投资于患者体验的商业案例。本文回顾了文献之间的关联患者的经验，从患者和家庭的角度来衡量和业务成果，包括患者的忠诚度和保留，投诉，诉讼，供应商的工作满意度，和盈利能力。我们检索了1990年1月至2019年7月的美国英语同行评审文章。我们遵循系统性综述和荟萃分析指南的首选报告项目，对564篇文章进行了全文综述，纳入了40篇文章。我们的审查发现，具有积极护理体验的患者更有可能返回同一家医院和门诊，以满足未来的医疗需求，保留他们的健康计划，并减少投诉。患者体验与盈利能力或提供者工作满意度之间的关联有限/混合。这表明，提供者可以追求更好的患者护理体验，以实现对患者的内在价值，同时也认识到这对中间业务成果有好处：特别是增加建议，更好的患者保留和更少的投诉。护理和医生护理，广义上说，是唯一的具体方面的病人的经验始终与保留，有证据表明，沟通和信任的一部分，护理与返回的意图。患者体验的这些方面也是对提供者或设施的整体评级的最大贡献者。
Hospitals, physician groups, and other healthcare providers are investing in improved patient care experiences. Prior reviews have concluded that better patient care experiences are associated with less healthcare utilization and better adherence to recommended prevention and treatment, clinical outcomes, and patient safety within hospitals. No comprehensive review has examined the business case for investing in patient experiences. This article reviews the literature on associations between patient experience—measured from the perspective of patients and families—and business outcomes, including patient allegiance and retention, complaints, lawsuits, provider job satisfaction, and profitability. We searched US English-language peer-reviewed articles from January 1990 to July 2019. We followed the preferred reporting items for systematic reviews and meta-analyses guidelines and undertook a full-text review of 564 articles, yielding the inclusion of 40 articles. Our review found that patients with positive care experiences are more likely to return to the same hospital and ambulatory settings for future healthcare needs, retain their health plan, and voice fewer complaints. Associations between patient experiences and profitability or provider job satisfaction were limited/mixed. This suggests that providers can pursue better patient care experiences for the intrinsic value to patients, while also recognizing it is good for intermediate business outcomes: specifically increased recommendations, better patient retention, and fewer complaints. Nursing and physician care, broadly defined, are the only specific aspects of patient experience consistently associated with retention, with evidence pointing to communication and trust as parts of care linked to the intent to return. These aspects of patient experience are also the largest contributors to the overall ratings of a provider or facility.