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Dr. Katja Stahl, Picker Institut Deutschland, Hamburg, Germany 00 49 40 22 75 95 77

Paris La Villette - Cité des Sciences et de l’Industrie Lundi 25 et mardi 26 novembre 2013. Plénière n°2. Les programmes d’expérience du patient. PATIENT EXPERIENCE Instruments, methodolgy, results. Dr. Katja Stahl, Picker Institut Deutschland, Hamburg, Germany 00 49 40 22 75 95 77

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Dr. Katja Stahl, Picker Institut Deutschland, Hamburg, Germany 00 49 40 22 75 95 77

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  1. Paris La Villette - Cité des Sciences et de l’Industrie Lundi 25etmardi 26 novembre 2013 Plénière n°2 Les programmes d’expérience du patient PATIENT EXPERIENCEInstruments, methodolgy, results Dr. Katja Stahl, Picker Institut Deutschland, Hamburg, Germany 00 49 40 22 75 95 77 stahl@pickerinstitut.de

  2. Agenda • Patient experience - Introduction • Patient experience – Instruments & Methodology • Questionnaires • Survey procedure • Patient experience – The reality • Leading dimensions • Actual results

  3. Patient experience Introduction

  4. A valid measure? Patient experience • Communication and empathy influence health outcome • Consistent associations of patient experience with safety and effectiveness of care • Prerequisite: Well-designed instruments & sound methodology

  5. Patient experience Instruments & Methodology

  6. The Picker Institutes "Understanding and respecting patients' values, preferences and expressed needs is the foundation of patient-centred care.“ Harvey Picker

  7. Picker methodology Questionnaires & Procedure

  8. Inpatient questionnaire content

  9. Picker methodology Questionnaires & Procedure

  10. Report Questions

  11. Picker methodology Questionnaires & Procedure

  12. Postal survey after discharge

  13. Picker methodology Questionnaires & Procedure

  14. Picker clients(patient inpatient surveys, n≈400 hospitals) Private, for profit > 800 beds 600-800 beds Private, not for profit 300-600 beds Public, not for profit < 300 beds

  15. Transparency initiatives Klinikführer Rhein-Ruhr 2004 (38 hosp.) 2005/06 (74 hosp.) 2007/08 (75 hosp.) 2010/11 (51 hosp.) Klinikführer Berlin 2007/08 (29 hosp.) Klinikführer Bremen 2010 (12 hosp.) 2012 (12 hosp.)

  16. Patient experience The reality

  17. Picker Report 2013 Patient experience: leading dimensions Dimensionsofpatientexperienceandtheirinfluence on theoverallexperience The interactionwithhealth professionalsarebyfarthemostimportantdimensionsfor a positive overallexperience ²Influence (%) on overall experience

  18. Picker Report 2013 Patient experience in German hospitals1 From the patients‘ perspective communication & information before discharge are the areas in most urgent need of improvement. 1Survey data from 111.835 patiens, 197 hospitals, 2009-12 ²percentage of answers indicating improvement areas

  19. The patients‘ perspective on information before discharge

  20. The patients‘ perspective on communication

  21. Picker Report 2013 Patient and employee experience Quality of patientcenteredcarefrom the patients‘ and the nurses‘ perspective1 Quality of patientcenteredcarefrom the patients‘ and doctors‘ perspective 1survy data of 27.300 patients and ca. 15.000 employees 2006-12

  22. Take home message

  23. Merci de votre attention!

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