'Let me take care of you': what can healthcare learn from a high-end restaurant to improve the patient experience?
'Let me take care of you': what can healthcare learn from a high-end restaurant to improve the patient experience?
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“让我来照顾你”：医疗保健可以从高端餐厅学到什么来改善患者体验？
DOI：
10.1080/17538068.2021.1877602
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发表时间：
2021
影响因子：
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通讯作者：
Korkiakangas T
中科院分区：
文献类型：
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作者：
Korkiakangas T
背景患者体验与患者满意度和健康结果相关，是医疗保健领域的一个关键挑战。该研究的目的是探索在医疗保健和超越医疗保健的原则，即在米其林三星级餐厅，并考虑什么，如果有的话，原则的照顾，从食客的经验可以转移到healthcare.MethodThe原则的照顾首先探讨的一部分，观察实地工作，分别在一个医疗保健日间手术单位和餐厅，专注于专业人员与患者或用餐者之间的沟通。随后，在英国各地的一系列公众参与活动中探讨了护理问题。使用沉浸式模拟的事件，以重新创建的医疗保健和餐饮经验，为广大市民，并激发discussion.ResultsA的参与讨论的主题分析确定了首要的主题，在如何护理经验丰富，并通过通信;“知情，而不是轰炸”，“对话，而不是审讯”，“环境是沟通”，和“被满足作为一个人”。这些主题表明，在模拟的参与者如何感受到他们在真实的时间收到的护理，并提供了改进的临床practice.ConclusionsWhile实践改善医疗保健具有挑战性，患者的经验可以通过学习从其他部门，包括高端餐饮业，专注于满足人们的需求的关系方面的护理增强。模拟提供了一种新的机会，将专业人员和患者聚集在一起进行重点讨论，并通过沉浸式的护理和沟通体验进行提示。
BackgroundThe patient experience is associated with patient satisfaction and health outcomes, presenting a key challenge in healthcare. The objective of the study was to explore the principles of care in and beyond healthcare, namely in a three Michelin-starred restaurant, and consider what, if any, principles of care from the diners’ experience could be transferrable to healthcare.MethodThe principles of care were first explored as part of observational fieldwork in a healthcare day surgery unit and the restaurant respectively, focusing on communication between the professionals and the patients or the diners. Care was subsequently explored in a series of public engagement events across the UK. The events used immersive simulation to recreate the healthcare and the dining experiences for the general public, and to stimulate discussion.ResultsA thematic analysis of the engagement discussions identified overarching themes in how care was experienced in and through communication; ‘informed, not bombarded’, ‘conversation, not interrogation’, ‘environment is communication’, and ‘being met as a person’. The themes suggested how the participants in simulation felt about the care they received in real time and provided recommendations for improved clinical practice.ConclusionsWhile practice improvements in healthcare are challenging, the patient experience could be enhanced by learning relational aspects of care from other sectors, including the high-end restaurant industry that focuses on meeting persons’ needs. Simulation provides a new kind of opportunity to bring professionals and patients together for focused discussions, prompted by immersive experiences of care and communication.