The Patient Experience course provides foundational knowledge of key patient experience concepts to ensure better person-centered care, highlighting the main dimensions, roles, and factors that improve the satisfaction and experience of healthcare service users. It also explores the impact of patient and family-centered care, addressing the various key dimensions from the patient's perspective, and provides knowledge of the tools necessary for managing patient satisfaction and experience..
Titular Professors
No previous knowledge is required.
The course aims to provide students with a solid foundation for reflecting on current knowledge of patient experience and its underlying principles, as well as acquiring practical knowledge and skills for addressing challenges to improve patient experience. It also seeks to foster the analysis and application of tools and methodologies that enable the development of a project to manage the experience of healthcare service users: identifying and promoting strategies and tools to support patient-centered care and its impact on addressing the values, preferences, and needs expressed by patients.
1. Background
1.1 User Experience
1.2 Customer Centricity
1.3 Patient Experience
2. Patient-Centered Care
2.1 The Evolution of Patient Experience
2.2 Basic Principles of Patient Experience
2.3 Elements Influencing Patient Experience
2.4 Dimensions of Patient-Centered Care
2.5 The Patient Journey
3. Managing Patient Experience
3.1 Dimensions, Tools, and Methodologies for Researching, Evaluating, and Managing Patient Experience
3.2 HCD, Design Thinking, Evidence-Based Design, Co-design
3.3 Qualitative Research on Patient Experience
3.4 Tools for Evaluating Patient Experience: CSAT, PREMS, NPS
3.5 Humanizing care, patient participation in decision-making, and collaboration
4. Organizational culture and comprehensive patient experience management
4.1. Resources and tools for a patient experience culture
4.2. Key aspects for fostering a patient experience culture
4.3. Best practices for deploying a patient experience culture
5. Current and future challenges of patient experience
5.1. Key aspects for developing patient experience
5.2. New developments in patient experience
5.3. Sociocultural trends and aspects to consider for developing patient experience
The teaching methodology is based on an active and theoretical-practical approach aimed at the progressive acquisition of the learning outcomes defined for the subject. The course is delivered through two weekly sessions, combining activities to introduce conceptual aspects and theoretical foundations with practical application and consolidation of learning.
The typical session format is structured in two distinct parts: the first part involves the professor introducing key theoretical concepts and basic principles with the entire group. In the second part, students complete an exercise to verify their understanding of the concepts covered in the first part. This exercise is done in groups (pairs or groups of three) with the professor providing guidance and answering any questions that arise. It forms part of the continuous assessment system.
The practical exercises planned and worked on in each session help to consolidate the theoretical foundations and ensure their correct understanding and application. In certain sessions, this activity is reinforced independently—between weekly sessions—with the reading of the materials provided for the course.
The methodology integrates independent work, collaborative classroom learning, and continuous formative assessment. This assessment is complemented by the completion of a short team research project on the patient experience (PER).
The course is assessed through a continuous assessment system supplemented by the PER project. The final grade is based on the following elements: class participation, the PER team project, and individual performance in the group presentation, with the percentage contribution broken down as follows:
Commitment/Participation: 30%
Team Project: 50%
Group Presentation (Individual Performance): 20%
LLibres/Books/ Libros Berry, LL., Seltman, KD. (2006) Management Lessons from Mayo Clinic: Inside One of the World?s Most Admired Service Organizations. McGraw Hill Cosgrove, T. (2014) The Cleveland Clinic Way: Lessons in Excellence from One of the World's Leading Health Care Organizations. McGraw Hill. Ely, W. (2021) Every Deep-Drawn Breath: A Critical Care Doctor on Healing, Recovery, and Transforming Medicine in the ICU. Scribner Gerteis, M., Edgman-Levitan, S., Daley, J., Thomas, L. (2002). Through the Patient's Eyes: Understanding and Promoting Patient-Centered Care. Jossey-Bass. Lupton, E., Ku, B. (2020) Health Design Thinking. Cooper Hewitt, Smithsonian Design Museum and MIT Press Press, I. (2006) Patient Satisfaction: Understanding And Managing the Experience of Care. Health Administration Pr. Riess, H. (2018) The Empathy Effect. Sounds True. Thomas, K. (2023) Dear Patient: A practical guide to patient experience. Top Agenda Publishing UK Articles/Papers/Artículos Adams, C., Harrison, R., Wolf, JA. (2024) The Evolution of Patient Experience: From Holistic Care to Human Experience. Patient Experience Journal. 2024; 11(1):4-13. doi: 10.35680/2372-0247.1947. Becker, F., Douglass, S. (2008) The ecology of the patient visit: physical attractiveness, waiting times, and perceived quality of care. J Ambul Care Manage. Apr-Jun;31(2):128-41. doi: 10.1097/01.JAC.0000314703.34795.44. Berkowitz, B. (2016) The Patient Experience and Patient Satisfaction: Measurement of a Complex Dynamic. Online J Issues Nurs. 2016 Jan 31;21(1):1. doi: 10.3912/OJIN.Vol21No01Man01. Chu, PY., Maslow, GR., von Isenburg, M., Chung, RJ. (2015) Systematic Review of the Impact of Transition Interventions for Adolescents With Chronic Illness on Transfer From Pediatric to Adult Healthcare. J Pediatr Nurs. 2015 Sep-Oct;30(5):e19-27. doi: 10.1016/j.pedn.2015.05.022. Hodge, DR., Horvath, VE. (2011) Spiritual needs in health care settings: a qualitative meta-synthesis of clients' perspectives. Soc Work. 2011 Oct;56(4):306-16. doi: 10.1093/sw/56.4.306. Jacobs, K. (2016) Patient Satisfaction by Design. Semin Hear. 2016 Nov;37(4):316-324. doi: 10.1055/s-0036-1593999. LaVela, SL., Gallan, AS. (2014) Evaluation and measurement of patient experience. Patient Experience Journal. 2014; 1(1):28-36. doi: 10.35680/2372-0247.1003. Manary, MP., Boulding, W., Staelin, R., Glickman, SW. (2013) The patient experience and health outcomes. N Engl J Med. 2013 Jan 17;368(3):201-3. doi: 10.1056/NEJMp1211775. Epub 2012 Dec 26. PMID: 23268647. Oben, P. (2020) Understanding the Patient Experience: A Conceptual Framework. J Patient Exp. 2020 Dec;7(6):906-910. doi: 10.1177/2374373520951672.. Staniszewska, S., Boardman, F., Gunn L, Roberts, J., Clay, D., Seers, K., Brett, J., Avital, L., Bullock, I., O' Flynn, N. (2014) The Warwick Patient Experiences Framework: patient-based evidence in clinical guidelines. Int J Qual Health Care. 2014 Apr;26(2):151-7. doi: 10.1093/intqhc/mzu003. Vyas, A., Allen, L., Brown, A., Carron, J., Crowe-Jackson, C,. Evans, R., Gwin, K., Wolf, JA. Measuring what matters: A proposal for reframing how we evaluate and improve experience in healthcare. Patient Experience Journal. 2022; 9(1):5-11. doi: 10.35680/2372-0247.1696. Wolf, JA, Niederhauser, V., Marshburn, D., Lavela, S. (2021) Reexamining ?Defining Patient Experience?: The human experience in healthcare. Patient Experience Journal. 8(1):16-29. Wolf, JA., Niederhauser, V., Marshburn, D., LaVela, S. (2014). Defining Patient Experience. Patient Experience Journal. 2014; 1(1):7-19. doi: 10.35680/2372-0247.1004. Yeoman, G., Furlong, P, Seres, M., Binder, H., Chung, H., Garzya, V., Jones, RR. (2017) Defining patient centricity with patients for patients and caregivers: a collaborative endeavour. BMJ Innov. 2017 Apr;3(2):76-83. doi: 10.1136/bmjinnov-2016-000157.
Websites: Pateint Experience- Patient centered care institutes: https://theberylinstitute.org/ https://picker.org/ Pateint experience framewrok ? Servei català de la salut: https://salutweb.gencat.cat/ca/ambits-actuacio/linies/participacio-salut... https://scientiasalut.gencat.cat/handle/11351/12539