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Healthcare organizations can improve patient experience by using patient-reported experience data (PREMs) for actionable insights. A study in Italian regions shows PREMs effectively drive quality improvement actions and foster a culture of continuous learning.

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Area of Science:

  • Healthcare Management and Quality Improvement
  • Patient Experience Research
  • Health Informatics

Background:

  • Improving patient experience is crucial for healthcare system enhancement.
  • Converting patient-reported experience data (PREMs) into actionable knowledge presents a significant challenge.
  • Systematic collection and utilization of PREMs are key for quality improvement initiatives.

Purpose of the Study:

  • To investigate the use of patient-reported data as a knowledge base for quality improvement actions.
  • To identify and map specific actions derived from patient experience data in Italian healthcare systems.
  • To explore the impact of collaborative networks on the effective use of patient feedback.

Main Methods:

  • A sequential exploratory mixed-method study involving qualitative and quantitative phases.
  • Initial qualitative phase to design a tool for collecting improvement actions based on PREMs.
  • Quali-quantitative survey administered to 189 healthcare professionals across two Italian regions, followed by a validation workshop.

Main Results:

  • Widespread use of patient-reported data (89%) was observed in both regions, with Region A showing more extensive use.
  • Collaborative networks facilitated the use of PREMs and fostered a culture of effective feedback utilization.
  • Identified action themes included internal staff actions (35.9%), user-focused external actions (18.6%), comfort/hospitality improvements (34.7%), and process reviews (10.8%).

Conclusions:

  • Effectively utilizing patient-reported data, combined with managerial strategies, is vital for achieving organizational goals in healthcare.
  • Healthcare professionals actively use PREMs to drive improvement actions, emphasizing the need for knowledge dissemination.
  • Fostering a culture of continuous learning and improvement within and across healthcare organizations is essential for sustained quality enhancement.