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Almohaisen NA, Alsayari NM, Abid MH, Al Subhi NF, Al Masoudi A, AlGhazali OS, Woodman A. Improving patient experience by implementing an organisational culture model. BMJ Open Qual 2023; 12:bmjoq-2022-002076. [PMID: 37220993 DOI: 10.1136/bmjoq-2022-002076] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 08/01/2022] [Accepted: 05/07/2023] [Indexed: 05/25/2023] Open
Abstract
A satisfactory patient care culture model can help improve most patients' quality of care in a hospital. This study aims to improve patients' experiences (PX) by implementing a culture model at King Abdul-Aziz Armed Forces Hospital in Dhahran, Saudi Arabia. To achieve the research aim, a set of interventions were implemented that included a patient and family advisory council, empathy training, recognition of the PX, leadership-patient interviews, PX champions and quality improvement. These interventions were further measured using the Hospital Consumer Assessment of Healthcare Providers and Systems survey in the inpatient, outpatient and emergency departments. The improvement project was conducted in 2020, focusing mainly on transforming the culture and launching activities targeting specific touchpoints identified as priority areas. After making these changes, the hospital saw improvements in all patient relationships, with an average score across all dimensions collectively increasing by more than 4%. The quality improvement project using the PX culture model approach demonstrated significant improvements. In addition, employee involvement in patient care has become a significant factor in improving the quality of care. The critical elements for improving the PX and culture included recognising staff and creating networks across the system through effective leadership, employee engagement and engagement of patients and their families.
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Affiliation(s)
- Noha A Almohaisen
- Continuous Quality Improvement and Patient Safety, General Directorate of Health Services, Ministry of Defense, Riyadh, Saudi Arabia
| | - Nayif M Alsayari
- Continuous Quality Improvement and Patient Safety, General Directorate of Health Services, Ministry of Defense, Riyadh, Saudi Arabia
| | - Muhammad Hasan Abid
- Continuous Quality Improvement and Patient Safety, Armed Forces Hospitals Administration, Taif, Makkah, Saudi Arabia
| | - Nada Foud Al Subhi
- Patient Experience Department, Armed Forces Hospital, Dhahran, Eastern Province, Saudi Arabia
| | - Aqeel Al Masoudi
- Hospital Administration, Armed Forces Hospital, Dhahran, Eastern Province, Saudi Arabia
| | - Ohood Saad AlGhazali
- Medical Statistics Department, Armed Forces Hospital, Dhahran, Eastern Province, Saudi Arabia
| | - Alexander Woodman
- Research Department, King Fahad Medical Complex, Dhahran, Eastern Province, Saudi Arabia
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Abid MH, Al Shehri N, Chetty KH, Al Nofeye J. Improving Emergency Department Patient Experience Through an Organizational Values-Aligned Standardized Behavioral Model. GLOBAL JOURNAL ON QUALITY AND SAFETY IN HEALTHCARE 2023; 6:62-69. [PMID: 37333758 PMCID: PMC10275634 DOI: 10.36401/jqsh-23-3] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Subscribe] [Scholar Register] [Received: 02/28/2023] [Revised: 04/08/2023] [Accepted: 04/10/2023] [Indexed: 06/20/2023]
Abstract
Introduction Patient experience in the setting of the emergency department (ED) is an area of strategic priority forall healthcare facilities. Patient experience can be affected by several factors that encompass the cultural, behavioral, and psychological domains of the healthcare organization. Al Hada Armed Forces Hospital, in its efforts to achieve the strategic objectives of continuously improving the patient experience at scale, implemented an ED-basedbehavioral model of service behaviors that was adapted to match the local community needs and practiced by the frontline healthcare staff at the ED during Q2-2021. Methods A pre-experimental and postexperimental design was used for our patient experience quality improvement project. The Institute for Healthcare Improvement model for improvement plan-do-study-act was used to implement the quality improvement initiative. Our work is reported in accordance with the SQUIRE (Standards for Quality Improvement Reporting Excellence for Education) 2.0 guidelines from the EQUATOR network. Results The ED patient experience mean score improved during the postimplementation phase by 5.23 points (8% increase) in Q1-2022 and reached a sustainability level during Q3-2022. Conclusion This quality improvement project in patient experience at our ED provides strong evidence for adopting organizational values-aligned standardized service behaviors to improve the patient experience at scale across ED settings.
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Affiliation(s)
- Muhammad Hasan Abid
- Continuous Quality Improvement and Patient Safety Department, Armed Forces Hospitals Taif Region, Taif, Saudi Arabia
- Institute for Healthcare Improvement, Boston, MA, USA
- Regional Patient Experience Division, Armed Forces Hospitals Taif Region, Taif, Saudi Arabia
| | - Nada Al Shehri
- Regional Patient Experience Division, Armed Forces Hospitals Taif Region, Taif, Saudi Arabia
- Intensive Care Unit, Armed Forces Hospitals Taif Region, Taif, Saudi Arabia
| | | | - Jamal Al Nofeye
- Continuous Quality Improvement and Patient Safety Department, Armed Forces Hospitals Taif Region, Taif, Saudi Arabia
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Family Engagement in Services During COVID-19: A Mixed-Methods Study of Caregiver and Staff Perspectives. J Pediatr Health Care 2023; 37:142-152. [PMID: 36372630 PMCID: PMC9554331 DOI: 10.1016/j.pedhc.2022.10.002] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Submit a Manuscript] [Subscribe] [Scholar Register] [Received: 08/03/2022] [Accepted: 10/10/2022] [Indexed: 11/12/2022]
Abstract
INTRODUCTION We examined changes in family engagement before versus during the pandemic in pediatric and family services and perceived facilitators and barriers to family engagement. METHOD We employed a mixed-methods assessment of staff and caregiver perspectives related to pediatric and family medicine clinics and family resource centers in rural northern New England. We used narrative synthesis to analyze qualitative interviews (n = 29) and descriptive statistics for quantitative surveys (n = 108). RESULTS Staff felt they were not doing as well at engaging families during versus prepandemic, identifying numerous facilitators and barriers. We found differences in resources used by families before versus during the pandemic. We identified discordant perspectives between caregivers and staff regarding how well clinics and centers identified and responded to family needs. DISCUSSION Leaders in pediatrics, advanced practice nursing, and related fields can draw on our findings to decide what services and modalities they provide for postpandemic.
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Investigating the Mediating Effect of Patient Self-Efficacy on the Relationship between Patient Safety Engagement and Patient Safety in Healthcare Professionals. JOURNAL OF HEALTHCARE ENGINEERING 2023; 2023:8934444. [PMID: 36865682 PMCID: PMC9974308 DOI: 10.1155/2023/8934444] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Figures] [Subscribe] [Scholar Register] [Received: 06/02/2022] [Revised: 07/25/2022] [Accepted: 11/24/2022] [Indexed: 02/23/2023]
Abstract
Patient safety and involvement of the patients in their safety engagement activities are considered the most important elements in the healthcare professions due to their impact on various individual and organizational outcomes. The study used responses of 456 patients. The simple random sampling (SRS) technique was used to collect data from the respondents. The researcher used individuals as the unit of analysis in this study. The results revealed that patient safety engagement had a positive significant effect on patient safety. When the mediating variable of self-efficacy was analyzed, it showed a significant mediated effect on patient safety. Therefore, it was concluded that self-efficacy mediated the relationship between patient safety engagement and patient safety. The findings of the current study convey that engagement of the patient in the practices for patient safety is predicted through the level of self-efficacy of the patient. The study discussed various implications for theory and practice. The study also discussed potential avenues for future research.
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Matić Z, Oh Y, Lim L, Zimring C. Placing Users at the Center: Evaluating Exam Room Design for Improved User Experience. HERD-HEALTH ENVIRONMENTS RESEARCH & DESIGN JOURNAL 2022; 15:152-166. [PMID: 35607247 DOI: 10.1177/19375867221101886] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
OBJECTIVE This article proposes a method for evaluating the design affordances of primary care exam rooms from the perspectives of users using functional scenario (FS) analysis. GOAL This study aims to develop quantifiable criteria and spatial metrics for evaluating how exam room design supports the needs of different users. These criteria and metrics can be used in the early stages of the design process to choose between alternatives. BACKGROUND The primary care exam room is an essential space in healthcare, as it is the first point of contact between the healthcare provider and the patient. However, there is a lack of rigorous evaluation metrics for exam room design that supports improved user experiences and better health outcomes. METHOD A total of nine primary care exam rooms were analyzed using FS analysis. We identified three key user groups involved in the clinical examination process-providers, patients, and care partners-and translated their needs into FSs. We developed spatial metrics for each FS to quantify the extent to which the needs were spatially supported. RESULTS We developed 11 FSs in total: three from the providers', five from the patients', and three from the care partners' perspectives. The results revealed possible design strategies for improved user experiences. CONCLUSIONS We quantitatively measured the affordance of primary care exam room design for multiple stakeholders. We expect that the criteria and metrics presented in this article will improve the understanding of different users' perspectives and provide new design guidance for improved user experiences.
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Affiliation(s)
- Zorana Matić
- Georgia Institute of Technology, Atlanta, GA, USA
| | - Yeinn Oh
- Georgia Institute of Technology, Atlanta, GA, USA
| | - Lisa Lim
- Department of Civil and Environmental Engineering, Korea Advanced Institute of Science and Technology, Yuseong-gu, Daejeon, South Korea
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Abid MH, Abid MM, Shahid R, Al Nofeye J, Ratnani I. Patient and Family Engagement During Challenging Times: What Works and What Does Not? Cureus 2021; 13:e14814. [PMID: 34094768 PMCID: PMC8171110 DOI: 10.7759/cureus.14814] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Journal Information] [Subscribe] [Scholar Register] [Accepted: 05/03/2021] [Indexed: 11/16/2022] Open
Abstract
A paradigm shift towards enhanced strategies to effectively engage patients and families in delivering safe and high-quality healthcare services was observed during recent times, particularly in the last decade. Immediately prior to the coronavirus disease 2019 (Covid-19) pandemic, the tri-institutional global healthcare quality reports from the National Academies of Sciences, Engineering, and Medicine, World Bank Group, and Lancet Global Health Commission reported the patient and family engagement measures used globally, highlighting the variations across the regions of the world. Through a pandemic for more than a year now, we aim to present the key lessons learned from practices and strategies to proactively engage patients and families. These strategies may continue to be implemented in the post-Covid-19 pandemic era to improve patient and family-centered care.
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Affiliation(s)
| | | | - Ruqayya Shahid
- Dentistry, Fatima Memorial Hospital College of Medicine and Dentistry, Lahore, PAK
| | | | - Iqbal Ratnani
- Critical Care Medicine, Debakey Heart and Vascular Center, Houston, USA
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Chauhan A, Walton M, Manias E, Walpola RL, Seale H, Latanik M, Leone D, Mears S, Harrison R. The safety of health care for ethnic minority patients: a systematic review. Int J Equity Health 2020; 19:118. [PMID: 32641040 PMCID: PMC7346414 DOI: 10.1186/s12939-020-01223-2] [Citation(s) in RCA: 84] [Impact Index Per Article: 21.0] [Reference Citation Analysis] [Abstract] [Key Words] [MESH Headings] [Grants] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/20/2020] [Accepted: 06/16/2020] [Indexed: 01/17/2023] Open
Abstract
INTRODUCTION Evidence to date indicates that patients from ethnic minority backgrounds may experience disparity in the quality and safety of health care they receive due to a range of socio-cultural factors. Although heightened risk of patient safety events is of key concern, there is a dearth of evidence regarding the nature and rate of patient safety events occurring amongst ethnic minority consumers, which is critical for the development of relevant intervention approaches to enhance the safety of their care. OBJECTIVES To establish how ethnic minority populations are conceptualised in the international literature, and the implications of this in shaping of our findings; the evidence of patient safety events arising among ethnic minority healthcare consumers internationally; and the individual, service and system factors that contribute to unsafe care. METHOD A systematic review of five databases (MEDLINE, PUBMED, PsycINFO, EMBASE and CINAHL) were undertaken using subject headings (MeSH) and keywords to identify studies relevant to our objectives. Inclusion criteria were applied independently by two researchers. A narrative synthesis was undertaken due to heterogeneity of the study designs of included studies followed by a study appraisal process. RESULTS Forty-five studies were included in this review. Findings indicate that: (1) those from ethnic minority backgrounds were conceptualised variably; (2) people from ethnic minority backgrounds had higher rates of hospital acquired infections, complications, adverse drug events and dosing errors when compared to the wider population; and (3) factors including language proficiency, beliefs about illness and treatment, formal and informal interpreter use, consumer engagement, and interactions with health professionals contributed to increased risk of safety events amongst these populations. CONCLUSION Ethnic minority consumers may experience inequity in the safety of care and be at higher risk of patient safety events. Health services and systems must consider the individual, inter- and intra-ethnic variations in the nature of safety events to understand the where and how to invest resource to enhance equity in the safety of care. REVIEW REGISTRATION This systematic review is registered with Research Registry: reviewregistry761.
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Affiliation(s)
- Ashfaq Chauhan
- School of Public Health and Community Medicine, University of New South Wales, Sydney, 2052, NSW, Australia.
| | - Merrilyn Walton
- School of Public Health, University of Sydney, Sydney, 2006, NSW, Australia
| | - Elizabeth Manias
- School of Nursing and Midwifery, Centre for Quality and Patient Safety Research, Institute for Health Transformation, Deakin University, Melbourne, 3025, VIC, Australia
| | - Ramesh Lahiru Walpola
- School of Public Health and Community Medicine, University of New South Wales, Sydney, 2052, NSW, Australia
| | - Holly Seale
- School of Public Health and Community Medicine, University of New South Wales, Sydney, 2052, NSW, Australia
| | - Monika Latanik
- Multicultural Health, Western Sydney Local Health District, Westmead, 2145, NSW, Australia
| | - Desiree Leone
- Multicultural Health, Western Sydney Local Health District, Westmead, 2145, NSW, Australia
| | - Stephen Mears
- Hunter New England Health Libraries, Hunter New England Local Health District, Tamworth, 2310, NSW, Australia
| | - Reema Harrison
- School of Public Health and Community Medicine, University of New South Wales, Sydney, 2052, NSW, Australia
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