TY - GEN
T1 - Improving hospital services based on patient experience data
T2 - Medical Informatics in Europe Conference
AU - Kaipio, Johanna
AU - Stenhammar, Hanna
AU - Immonen, Susanna
AU - Litovuo, Lauri
AU - Axelsson, Minja
AU - Lantto, Minna
AU - Lahdenne, Pekka
PY - 2018/1/1
Y1 - 2018/1/1
N2 - Patient feedback is considered important for healthcare organizations. However, measurement and analysis of patient reported data is useful only if gathered insights are transformed into actions. This article focuses on gathering and utilization of patient experience data at hospitals with the aim of supporting the development of patient-centered services. The study was designed to explore both current practices of collecting and utilizing patient feedback at hospitals as well as future feedback-related opportunities. Nine people working at different hierarchical levels of three university hospitals in Finland participated in in-depth interviews. Findings indicate that current feedback processes are poorly planned and inflexible. Some feedback data are gathered, but not systematically utilized. Currently, it is difficult to obtain a comprehensive picture of the situation. One future hope was to increase the amount of patient feedback to be able to better generalize and utilize the data. Based on the findings the following recommendations are given: attention to both patients' and healthcare staff's perspectives when collecting feedback, employing a coordinated approach for collecting and utilizing patient feedback, and organizational transformation towards a patient-centric culture.
AB - Patient feedback is considered important for healthcare organizations. However, measurement and analysis of patient reported data is useful only if gathered insights are transformed into actions. This article focuses on gathering and utilization of patient experience data at hospitals with the aim of supporting the development of patient-centered services. The study was designed to explore both current practices of collecting and utilizing patient feedback at hospitals as well as future feedback-related opportunities. Nine people working at different hierarchical levels of three university hospitals in Finland participated in in-depth interviews. Findings indicate that current feedback processes are poorly planned and inflexible. Some feedback data are gathered, but not systematically utilized. Currently, it is difficult to obtain a comprehensive picture of the situation. One future hope was to increase the amount of patient feedback to be able to better generalize and utilize the data. Based on the findings the following recommendations are given: attention to both patients' and healthcare staff's perspectives when collecting feedback, employing a coordinated approach for collecting and utilizing patient feedback, and organizational transformation towards a patient-centric culture.
KW - Feedback
KW - Formative feedback
KW - Hospital nursing staff
KW - Hospital-patient relations
KW - Patient satisfaction
KW - Patient-centered care
U2 - 10.3233/978-1-61499-852-5-266
DO - 10.3233/978-1-61499-852-5-266
M3 - Conference contribution
AN - SCOPUS:85046541040
T3 - Studies in Health Technology and Informatics
SP - 266
EP - 270
BT - Building Continents of Knowledge in Oceans of Data
PB - IOS Press
Y2 - 24 April 2018 through 26 April 2018
ER -