Reacting to Patient Experience Results - How Can We Be Proactive?

Among the recommendations raised in the lead paper (Kuluski et al. 2017) for optimizing the utility of patient experience data are several important questions about the nature of person-centred care, the engagement of patients and caregivers in evaluating care and the need to address barriers to measurement. This commentary focuses on the concept that common approaches to measuring patient experience are reactive by design. To truly enhance our patients' experience, we must first connect with patients to understand what they want from their care experience. In addition, this paper explores the practicality of using patient experience data for quality improvement, particularly if there is a shift towards measuring experience across the system of care.