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Understanding the Patient Experience: A Conceptual Framework.

Patrick Oben1

  • 1MercyOne Des Moines, Des Moines, IA, USA.

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PubMed
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Patient experience is a key aspect of healthcare quality, but lacks a standard definition. Understanding the human experience of patients during illness and treatment is crucial for defining patient experience.

Keywords:
health-care services qualityhuman experiencepatient experiencepatient satisfactionpatient’s perception of carequality of care

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Area of Science:

  • Healthcare Quality
  • Patient-Centered Care
  • Human Experience in Medicine

Background:

  • Patient experience is globally recognized as a critical dimension of healthcare quality.
  • Despite agreement on its importance among stakeholders, a standardized definition of patient experience is lacking.
  • Understanding the foundational concepts is more critical than a formal definition.

Purpose of the Study:

  • To review a framework for understanding the fundamental human experience of patients.
  • To explore the patient's journey from healthy individual to experiencing illness and healthcare.
  • To establish a foundational understanding of patient experience as a human experience.

Main Methods:

  • Literature review of the human experience in healthcare.
  • Analysis of patient progression through health and illness states.
  • Development of a conceptual framework for patient experience.

Main Results:

  • Healthcare fundamentally involves human interaction during times of distress.
  • The human experience is central to defining patient experience.
  • A novel framework conceptualizes patient experience as the human experience of healthcare services.

Conclusions:

  • A clear understanding of the human experience is essential for defining patient experience.
  • The proposed framework provides a basis for understanding patient experience.
  • Patient experience is intrinsically a human experience within the healthcare setting.