Sydney Health Literacy Lab, Sydney School of Public Health, Faculty of Medicine and Health, The University of Sydney, Sydney, NSW, Australia.
Faculty of Medicine and Health, The Daffodil Centre, A Joint Venture Between The University of Sydney and Cancer Council NSW, Sydney, Australia.
J Patient Rep Outcomes. 2024 Nov 6;8(1):127. doi: 10.1186/s41687-024-00809-6.
Patient reported experience measures (PREMs) are common tools utilised in hospitals to support quality improvements, allow consumers to provide feedback on care experiences and can be used to support consumers' hospital selections. This study aimed to understand the views and opinions of private hospital staff on PREM use and the utility of PREMs as a consumer decision-making tool.
Qualitative, semi-structured interview study conducted via telephone between March-June 2023. Participants (n = 10) were recruited from major private healthcare providers in Australia with half representing hospital-based staff and the other half corporate head office staff who work in patient experience and quality. Interviews were audio-recorded, transcribed, and analysed thematically.
PREM benefits included an understanding of patient experience that improved provision of patient centred care with feedback acting as catalyst for change, to corporate-level strategic initiatives that address specific issues. Drawbacks of PREM reporting included concerns around skewed results by biased respondents, and completion based on hard to alter items (e.g., infrastructure) or on matters outside of hospital control (e.g., insurance). Staff had mixed reactions to consumers using PREMs results when selecting a hospital, some advocated for transparency while others feared consumers would misinterpret the data.
Improved real-time reporting of PREMs, learning from other industries about recording customer experience, and mandatory reporting by private hospitals could further the benefits of PREM measurement in private healthcare. Recognised was the need for PREMs to be displayed in a readily understood way so those with limited health literacy can correctly interpret.
患者报告体验测量（PREM）是医院常用的工具，用于支持质量改进，允许消费者提供对护理体验的反馈，并且可以用于支持消费者选择医院。本研究旨在了解私立医院工作人员对 PREM 使用的看法和意见，以及 PREM 作为消费者决策工具的实用性。
这是一项于 2023 年 3 月至 6 月期间通过电话进行的定性、半结构式访谈研究。参与者（n=10）从澳大利亚主要私立医疗保健提供者中招募，其中一半代表医院工作人员，另一半代表负责患者体验和质量的企业总部工作人员。访谈进行了录音、转录，并进行了主题分析。
PREM 的好处包括了解患者体验，改善以患者为中心的护理提供，反馈作为变革的催化剂，以及解决特定问题的企业层面战略举措。PREM 报告的缺点包括对有偏见的受访者导致结果存在偏差的担忧，以及基于难以改变的项目（例如基础设施）或医院控制范围之外的事项（例如保险）进行的报告。工作人员对消费者在选择医院时使用 PREM 结果的反应不一，一些人主张透明度，而另一些人则担心消费者会误解数据。
改进 PREM 的实时报告，从其他行业学习记录客户体验，以及私立医院的强制性报告，可以进一步提高 PREM 在私立医疗保健中的测量效果。认识到需要以易于理解的方式展示 PREM，以便那些健康素养有限的人能够正确解读。
