Mahdavi Mahdi, Doshmangir Leila, Jaafaripooyan Ebrahim
National Institute for Health Research, Tehran University of Medical Sciences, Tehran, Iran.
Department of Global Health and Population, Harvard T.H. Chan School of Public Health, Boston, Massachusetts, USA.
Int J Health Plann Manage. 2021 Nov;36(6):2020-2029. doi: 10.1002/hpm.3288. Epub 2021 Jul 20.
Patient experience is assumed pivotal for improving health services operations. The patient experience of healthcare services in Iran has been mostly assessed through the satisfaction and quality of single services or activities at individual providers, clinical departments, or health facilities. However, given the rise of chronic and multi-morbid conditions, health services for these conditions consist of several activities and interactions through a journey that patients take in the health system. To fill in this gap, we propose focusing on the assessment of patient experience on the patient journey through the health system. We advocate that there is much potential for improving the patient experience by rethinking the operations management of health services to embrace the patient experience of the healthcare journey. Rethinking health operations management may include an exhaustive list of interventions. Concisely, at the strategic level, policy-makers while understanding the need for shifting towards the patient experience, make sure that operational level management is experience oriented. This would be pursued through a strategic approach to patient experience, reconsidering qualifications for operational management, and benchmarking to identify and share best practices. Lessons learnt from previous quality improvement programmes are also considered as a capacity to establish the experience orientation.
患者体验被认为是改善卫生服务运营的关键因素。伊朗医疗服务的患者体验大多是通过对个别医疗机构、临床科室或卫生设施中单一服务或活动的满意度和质量进行评估。然而，鉴于慢性和多种疾病状况的增加，针对这些状况的卫生服务包括患者在卫生系统中经历的多个活动和互动。为了填补这一空白，我们建议专注于评估患者在通过卫生系统的就医过程中的体验。我们主张，通过重新思考卫生服务的运营管理以涵盖医疗过程中的患者体验，改善患者体验具有很大潜力。重新思考卫生运营管理可能包括一系列详尽的干预措施。简而言之，在战略层面，政策制定者在理解向患者体验转变的必要性的同时，要确保运营层面的管理以体验为导向。这将通过患者体验的战略方法、重新考虑运营管理的资质以及进行基准测试以识别和分享最佳实践来实现。从以往质量改进计划中吸取的经验教训也被视为建立体验导向的能力。
