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Measuring healthcare performance in Canada is difficult, especially when focusing on patient experience. This paper proposes improving how patient and family experiences are captured to enhance healthcare delivery.

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Area of Science:

  • Healthcare performance measurement
  • Patient experience research
  • Geriatric medicine

Background:

  • Canadian healthcare performance measurement faces challenges despite evidence-informed practices.
  • Current measures often focus on patient satisfaction in isolated encounters, failing to capture the holistic patient experience.
  • There's a critical need to measure what truly matters to patients and families: being seen as a person.

Purpose of the Study:

  • To respond to the call for a review of patient experience data capture methods.
  • To propose improvements in measuring patient and family experiences within healthcare.
  • To adapt healthcare delivery models to better involve patients and families in system improvement.

Main Methods:

  • Literature review and response to Kuluski et al. (2017).
  • Analysis of current healthcare delivery models in geriatric medicine.
  • Identification of elements to preserve, modify, or create for enhanced patient/family involvement.

Main Results:

  • Current performance measures are insufficient for capturing the essence of patient and family experiences.
  • Geriatric medicine provides a context to illustrate necessary changes in care delivery models.
  • A shift is needed from satisfaction metrics to measures reflecting personhood in healthcare encounters.

Conclusions:

  • Rethinking performance measurement is crucial for the Canadian healthcare system.
  • Incorporating patient and family perspectives is essential for meaningful healthcare improvement.
  • Future models must prioritize the patient's experience of being recognized as an individual.