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Measuring patient experience: Concepts and methods

Research output: Contribution to journalJournal article

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<mark>Journal publication date</mark>2014
<mark>Journal</mark>The Patient
Issue number3
Volume7
Number of pages7
Pages (from-to)235-241
Publication statusPublished
Early online date16/05/14
Original languageEnglish

Abstract

Providing a good patient experience is a key part of providing high-quality medical care. This paper explains why patient experience is important in its own right, and its relationship to other domains of quality. We describe methods of measuring patient experience, including issues relating to validity, reliability and response bias. Differences in reported patient experience may sometimes reflect differences in expectations of different population groups and we describe the arguments for and against adjusting patient experience data for population characteristics. As with other quality improvement strategies, feeding back patient experience data on its own is unlikely to improve quality: sustained and multiple interventions are usually required to deliver sustained improvements in care.