Department of Business Economics, Universidad Rey Juan Carlos, Madrid, Spain.
Department of Economy and Business Management, Universidad de Alcalá, Madrid, Spain.
Health Expect. 2023 Feb;26(1):297-306. doi: 10.1111/hex.13656. Epub 2022 Nov 6.
In recent years, attempts have been made to incorporate patients' experiences into healthcare processes, to complement clinical indicators, with what are known as patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs). While the research into PROMs is more developed, the application of PREMs faces some difficulties. The incorporation of emotional indicators into assessments of the experience is an area that remains to be explored.
This study proposes a new technique to analyse the emotions experienced by patients during the care process, examines how these emotions influence their satisfaction and propose that if healthcare services focus more on patients' emotions, they can improve the effectiveness of the sector.
The first, qualitative stage, gathered data from patients to design a patient journey (PJ). The PJ was then reproduced as a video. In a subsequent, quantitative stage, the video was shown to experimental participants, and their emotions were measured through facial expression analysis and a questionnaire.
A new technique to gather emotional data showed that the emotions patients experience do not affect their satisfaction with their clinical care or the physical aspects of the process. However, their emotions did affect their satisfaction with people and organizations.
The importance of the emotional component of patients' experiences was underlined. Therefore, healthcare organizations should take account of this dimension, as well as the cognitive, to increase patient satisfaction and improve their care processes. Understanding the impact of the emotions identified at the subconscious level can help improve the patient experience. A new methodology was applied that may help health professionals to collect emotional data about patients' experiences and to develop PREMs.
PATIENT/PUBLIC CONTRIBUTION: Patients were involved in all stages of this research. In the exploratory phase, some helped define the touchpoints of the PJ. The data from the subsequent experimental phase were collected from another group, and the emotions they experienced were identified through the analysis of their facial expressions. Based on the results of this study, a working group including patients has been established to work on improvements in the PJ.
近年来，人们试图将患者的体验融入医疗保健流程中，以补充临床指标，这就是所谓的患者报告结局测量（PROMs）和患者报告体验测量（PREMs）。虽然对 PROMs 的研究更为发达，但 PREMs 的应用却面临一些困难。将情感指标纳入体验评估是一个有待探索的领域。
本研究提出了一种新的技术来分析患者在护理过程中体验到的情绪，研究这些情绪如何影响他们的满意度，并提出如果医疗保健服务更加关注患者的情绪，就可以提高该行业的效率。
第一阶段是定性阶段，从患者那里收集数据以设计患者旅程（PJ）。然后将 PJ 制作成视频。在随后的定量阶段，向实验参与者展示视频，并通过面部表情分析和问卷调查来测量他们的情绪。
一种收集情感数据的新技术表明，患者体验到的情绪不会影响他们对临床护理或治疗过程的身体方面的满意度。然而，他们的情绪确实影响了他们对人和组织的满意度。
强调了患者体验中情感成分的重要性。因此，医疗保健组织应该考虑到这一维度，以及认知维度，以提高患者满意度并改善他们的护理流程。了解潜意识层面上识别出的情绪的影响有助于改善患者体验。应用了一种新的方法学，可以帮助卫生专业人员收集有关患者体验的情感数据，并开发 PREMs。
患者/公众贡献：患者参与了这项研究的所有阶段。在探索阶段，一些患者帮助确定了 PJ 的接触点。后续实验阶段的数据是从另一组患者收集的，他们体验到的情绪是通过分析他们的面部表情来识别的。基于这项研究的结果，成立了一个包括患者在内的工作组，以改善 PJ。
