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Barriers and reliability of patient experience evaluation in Ontario: perspectives of healthcare providers, managers, and policymakers.
- Source :
- International Journal of Health Governance; 2022, Vol. 27 Issue 3, p268-281, 14p
- Publication Year :
- 2022
-
Abstract
- Purpose: Patient experience (PE) evaluation can identify critical issues in healthcare quality. Various methods are used for PE evaluation in the healthcare system in Ontario; however, evidence suggests that PE evaluation is not systematically performed and has not received substantial buy-in from healthcare providers. This study explores the perspectives of healthcare providers, managers and policymakers in Ontario on PE evaluation methods, barriers, utility and reliability. Design/methodology/approach: The study used a qualitative descriptive design. Twenty-one semistructured interviews were conducted with healthcare providers, managers and policymakers in Ontario between April 2018 and May 2019. The authors used thematic analysis to analyze the data. The Consolidated Criteria for Reporting Qualitative Research quality criteria were used. Findings: Barriers to PE evaluation include evaluation cost and the time and effort required to collect and analyze the data. Several factors affect the reliability of the evaluation, resulting in an unrealistically high level of patient satisfaction. These include the inclusivity of evaluation, the subjective nature of patient feedback, patients' concerns about health service continuity and the anonymity of evaluation. Participants were skeptical about the meaningfulness of evaluation because it may only yield general information that cannot be acted upon by healthcare providers, managers and policymakers for quality improvement. Originality/value: This paper reveals that many healthcare providers, managers and policymakers do not see a tangible value in PE evaluation, regardless of Ontario's patient-centeredness and "patient first" rhetoric. An improvement in evaluation methods and a cultural change in the healthcare system regarding the value of PE are required to foster a better appreciation of the benefits of PE evaluation. [ABSTRACT FROM AUTHOR]
- Subjects :
- MEDICAL quality control
HEALTH services administrators
HEALTH policy
HEALTH services accessibility
ATTITUDES of medical personnel
HEALTH facility administration
RESEARCH methodology
INTERVIEWING
PATIENTS' attitudes
QUALITATIVE research
DESCRIPTIVE statistics
SOUND recordings
POLICY sciences
THEMATIC analysis
JUDGMENT sampling
DATA analysis software
Subjects
Details
- Language :
- English
- ISSN :
- 20594631
- Volume :
- 27
- Issue :
- 3
- Database :
- Complementary Index
- Journal :
- International Journal of Health Governance
- Publication Type :
- Academic Journal
- Accession number :
- 158483470
- Full Text :
- https://doi.org/10.1108/IJHG-08-2021-0083