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Rethinking health services operations to embrace patient experience of healthcare journey.
Int J Health Plann Manage. 2021 Nov; 36(6):2020-2029.IJ

Abstract

Patient experience is assumed pivotal for improving health services operations. The patient experience of healthcare services in Iran has been mostly assessed through the satisfaction and quality of single services or activities at individual providers, clinical departments, or health facilities. However, given the rise of chronic and multi-morbid conditions, health services for these conditions consist of several activities and interactions through a journey that patients take in the health system. To fill in this gap, we propose focusing on the assessment of patient experience on the patient journey through the health system. We advocate that there is much potential for improving the patient experience by rethinking the operations management of health services to embrace the patient experience of the healthcare journey. Rethinking health operations management may include an exhaustive list of interventions. Concisely, at the strategic level, policy-makers while understanding the need for shifting towards the patient experience, make sure that operational level management is experience oriented. This would be pursued through a strategic approach to patient experience, reconsidering qualifications for operational management, and benchmarking to identify and share best practices. Lessons learnt from previous quality improvement programmes are also considered as a capacity to establish the experience orientation.

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Publisher Full Text (DOI)

Authors+Show Affiliations

Mahdavi M
National Institute for Health Research, Tehran University of Medical Sciences, Tehran, Iran. Department of Global Health and Population, Harvard T.H. Chan School of Public Health, Boston, Massachusetts, USA.
Doshmangir L
School of Management and Medical Informatics, Tabriz University of Medical Sciences, Tabriz, Iran.
Jaafaripooyan E
School of Public Health, Tehran University of Medical Sciences, Tehran, Iran.

MeSH

Delivery of Health CareHealth FacilitiesHealth ServicesHumansPatient Outcome AssessmentQuality Improvement

Pub Type(s)

Journal Article

Language

eng

PubMed ID

34288080

Citation

Mahdavi, Mahdi, et al. "Rethinking Health Services Operations to Embrace Patient Experience of Healthcare Journey." The International Journal of Health Planning and Management, vol. 36, no. 6, 2021, pp. 2020-2029.
Mahdavi M, Doshmangir L, Jaafaripooyan E. Rethinking health services operations to embrace patient experience of healthcare journey. Int J Health Plann Manage. 2021;36(6):2020-2029.
Mahdavi, M., Doshmangir, L., & Jaafaripooyan, E. (2021). Rethinking health services operations to embrace patient experience of healthcare journey. The International Journal of Health Planning and Management, 36(6), 2020-2029. https://doi.org/10.1002/hpm.3288
Mahdavi M, Doshmangir L, Jaafaripooyan E. Rethinking Health Services Operations to Embrace Patient Experience of Healthcare Journey. Int J Health Plann Manage. 2021;36(6):2020-2029. PubMed PMID: 34288080.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Rethinking health services operations to embrace patient experience of healthcare journey. AU - Mahdavi,Mahdi, AU - Doshmangir,Leila, AU - Jaafaripooyan,Ebrahim, Y1 - 2021/07/20/ PY - 2021/6/21/revised PY - 2020/10/27/received PY - 2021/7/7/accepted PY - 2021/7/22/pubmed PY - 2021/11/18/medline PY - 2021/7/21/entrez KW - chronic care KW - health operations management KW - patient experience KW - patient journey KW - quality of care SP - 2020 EP - 2029 JF - The International journal of health planning and management JO - Int J Health Plann Manage VL - 36 IS - 6 N2 - Patient experience is assumed pivotal for improving health services operations. The patient experience of healthcare services in Iran has been mostly assessed through the satisfaction and quality of single services or activities at individual providers, clinical departments, or health facilities. However, given the rise of chronic and multi-morbid conditions, health services for these conditions consist of several activities and interactions through a journey that patients take in the health system. To fill in this gap, we propose focusing on the assessment of patient experience on the patient journey through the health system. We advocate that there is much potential for improving the patient experience by rethinking the operations management of health services to embrace the patient experience of the healthcare journey. Rethinking health operations management may include an exhaustive list of interventions. Concisely, at the strategic level, policy-makers while understanding the need for shifting towards the patient experience, make sure that operational level management is experience oriented. This would be pursued through a strategic approach to patient experience, reconsidering qualifications for operational management, and benchmarking to identify and share best practices. Lessons learnt from previous quality improvement programmes are also considered as a capacity to establish the experience orientation. SN - 1099-1751 UR - https://www.unboundmedicine.com/medline/citation/34288080/Rethinking_health_services_operations_to_embrace_patient_experience_of_healthcare_journey_ DB - PRIME DP - Unbound Medicine ER -