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Delivering value by focusing on patient experience.
Paula Chatterjee, Thomas C Tsai, Ashish K Jha1
1Harvard T.H. Chan School of Public Health, 677 Huntington Ave, Boston, MA 02115.
The American Journal of Managed Care
|December 4, 2015
Summary
Patient satisfaction scores correlate with better clinical care quality. Prioritizing patient experience in healthcare builds trust and promotes collaboration, essential for value-based care.
Area of Science:
- Health Services Research
- Quality Improvement Science
- Healthcare Management
Background:
- Patient experience is a debated healthcare quality metric.
- Clinician concerns exist regarding potential negative impacts of patient experience incentives on care quality.
Purpose of the Study:
- To evaluate the relationship between patient experience and clinical quality measures.
- To advocate for the integration of patient experience into value-based care assessments.
Main Methods:
- Review of empirical evidence from the United States and international healthcare systems.
- Analysis of correlations between patient satisfaction scores and clinical process/outcome measures.
Main Results:
- Higher patient satisfaction scores are associated with better clinical performance in hospitals and ambulatory settings.
- High-performing providers may demonstrate a commitment to quality that encompasses both patient experience and technical care.
Conclusions:
- Patient experience measures are crucial for evaluating high-quality, value-based healthcare.
- Improving patient experience fosters healthcare system trust, prevents service withholding, and enhances clinician-patient collaboration.
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