Improving the patient experience through a comprehensive performance framework to evaluate excellence in...

Area of Science:

• Healthcare Quality Improvement
• Patient Experience Research
• Organizational Psychology in Healthcare

Background:

• Person-centred care (PCC) is recognized as crucial for healthcare quality.
• Lack of consensus on PCC elements and a global measure hinders impact evaluation.
• A standardized approach is needed to assess and improve PCC implementation.

Purpose of the Study:

• Introduce a measurable construct for person-centred care (PCC).
• Demonstrate improvements in quality, patient loyalty, and staff engagement.
• Provide a framework for evaluating PCC initiatives.

Main Methods:

• Developed the Person-Centered Care Certification Programme based on evidence and stakeholder input.
• Redesigned the program with five drivers and 26 interventions for a comprehensive evaluative framework.
• Utilized a multimethod evaluation to assess strategy execution and impact on the human experience of care.

Main Results:

• The Person-Centered Care Certification Programme is linked to enhanced patient experience.
• Improvements in patient loyalty were observed following program implementation.
• The program is associated with increased staff engagement within healthcare organizations.

Conclusions:

• The structured Certification framework aids in identifying PCC improvement opportunities.
• The framework effectively guides the implementation and impact assessment of PCC initiatives.
• PCC has been successfully translated into a definable, measurable, and attainable goal globally.