Meyer Melanie A
Department of Public Health, University of Massachusetts, Lowell, MA, USA.
J Patient Exp. 2020 Dec;7(6):1535-1542. doi: 10.1177/2374373519895091. Epub 2019 Dec 19.
The need to provide patient-centered care has been recognized by major players in the health-care field. As such, attention has been placed on patients' experience of the health care they receive, and health-care organizations have been investing in patient experience initiatives and staffing to implement those initiatives. Given this, the objective for this study was to investigate the qualifications and skills US health-care organizations seek for patient experience positions through a content analysis of job postings. Results show that patient experience positions are largely found in health systems and hospitals. These positions include coordinators, directors, managers, specialists, and advisors. Five key skills were identified: collaborating with stakeholders; coordinating, planning, and executing service excellence programs; handling complaints and grievances; educating and training leadership and frontline employees; and providing excellent customer service. The skills vary depending on the position. The overall goal for patient experience positions is to ensure a complete and positive patient experience. As these patient experience positions are relatively new, requirements will likely evolve over time as organizations adapt patient experience strategies.
医疗保健领域的主要参与者已经认识到提供以患者为中心的护理的必要性。因此，人们关注患者接受医疗保健的体验，医疗保健组织一直在投资于患者体验计划以及实施这些计划的人员配备。鉴于此，本研究的目的是通过对招聘信息的内容分析，调查美国医疗保健组织对患者体验岗位所要求的资质和技能。结果表明，患者体验岗位主要存在于医疗系统和医院。这些岗位包括协调员、主任、经理、专家和顾问。确定了五项关键技能：与利益相关者合作；协调、规划和执行卓越服务计划；处理投诉和申诉；对领导和一线员工进行教育和培训；以及提供优质的客户服务。这些技能因岗位而异。患者体验岗位的总体目标是确保患者获得完整且积极的体验。由于这些患者体验岗位相对较新，随着组织调整患者体验策略，要求可能会随时间而演变。
