Development of a patient experience instrument for the reality of Brazilian hospitals

Title : Development of a patient experience instrument for the reality of Brazilian hospitals

Abstract:

Introduction: Patient experience is considered an integral element of quality care and encompasses all interactions that patients have with the healthcare system. By evaluating the experience, considering the perception of those who received care and used the service, it is possible to promote real improvements that positively impact the patient experience within an institution. In Brazil, there is no specific instrument that assesses patient experience, considering the particularities of the Brazilian context.
Objective: To develop an instrument capable of evaluating the experience of patients hospitalized in Brazilian hospitals.
Method: Based on the instruments identified in the scoping review and the analysis of internationally recognized questionnaires, the first version of the Patient Experience Survey was developed. The survey contains questions that were most relevant in the identified instruments and that encompass the Brazilian healthcare reality. The first version of the survey, composed of three domains - person-centered care, patient safety, and patient journey - underwent content validation in which 5 judged each item and domain of the instrument regarding clarity, relevance, and comprehensiveness. Based on the judges' responses, the Content Validity Index (CVI) of each question and domain was calculated. The research was approved by the Research Ethics Committee on Human Beings, Opinion: 8.131.944, CAAE: 93136625.7.0000.5504
Results: Of the initial 34 items in the instrument, 19 had their wording modified to provide a better understanding by the respondent/patient. Nine items were planned according to the first version, and 6 items were excluded from the instrument. The research has 29 items: 16 items related to person-centered care, 7 items that address patient safety, and 6 items specific to the patient's institutional journey. Responses to the items are given using a Likert scale ranging from strongly disagree to strongly agree.
Implementation and sustainability strategy: The instrument alone cannot change the reality of hospital care. Direct involvement from senior management is necessary to promote better patient engagement and address critical aspects of care, to ensure the management of the patient experience and, consequently, better health outcomes.
Conclusion: Results from patient experience assessments are a potential source of inspiration for possible changes through the identification of care bottlenecks. In this way, improvements aim to ensure safer and higher-quality care, centered on the patient's needs.

Biography:

Registered Nurse, Federal University of the Jequitinhonha and Mucuri Valleys - JK Campus (2008). Specialist in Occupational Nursing from Dom Bosco Catholic University. Specialist in Pedagogy with emphasis on Health Education, Permanent and Continuing Education from the Federal University of Minas Gerais. Master's degree in Health Sciences from the Nursing Department of the Federal University of São Carlos. PhD candidate in Health Sciences from the Nursing Department of the Federal University of São Carlos. Studies in the areas of Patient Safety and Patient Experience. Has experience in the areas of Nursing, Professional Health Education, Continuing Education, Clinical Medicine, Mental Health, Patient Safety and Pediatrics. Works as a Nurse in the Information Technology and Digital Health Sector - Chief Nursing Information Officer - at the University Hospital of UFSCar, belonging to EBSERH. Member of the São Carlos Patient Safety Nucleus of REBRAENSP. Member of the Brazilian Society of Health Informatics (SBIS) and the Brazilian Society of Patient Experience (SOBREXP).