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This report looks\nat what we know about improving patients’\nexperiences of hospital care and shares the\napproaches of both UK and USA hospital\nproviders that have made significant progress\nin providing services that are truly patientcentred.\nIt also details emerging evidence that\nhospital boards can achieve better outcomes\nacross their whole organisation when patient\nexperience is a priority.", "reportNumber": "", "reportType": "", "institution": "", "place": "", "date": "", "seriesTitle": "", "seriesNumber": "", "pages": "", "DOI": "", "ISBN": "", "citationKey": "", "url": "http://www.nhsconfed.org/Publications/Documents/Feeling_better_Improving_patient_experience_in_hospital_Report.pdf", "accessDate": "2012-08-31", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "0002", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2012-10-29T13:38:48Z", "dateModified": "2012-10-29T13:38:48Z" } }, { "key": "UNQQAGK6", "version": 1, "library": { "type": "group", "id": 105432, "name": "patient_experience_rapports", "links": { "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/105432/items/UNQQAGK6", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports/items/UNQQAGK6", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1183839, "username": "pschum", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/pschum", "type": "text/html" } } }, "creatorSummary": "Haute Autorité de santé", "parsedDate": "2012", "numChildren": 0 }, "data": { "key": "UNQQAGK6", "version": 1, "itemType": "report", "title": "Rapport Expérience Patient", "creators": [ { "creatorType": "author", "name": "Haute Autorité de santé" } ], "abstractNote": "Le développement des enquêtes d’expérience s’est établi en réaction aux enquêtes de satisfaction. La satisfaction des patients par rapport aux soins reçus, ou le jugement que les patients portent sur la qualité de leurs soins est maintenant reconnue comme essentielle dans l’appréciation de la qualité des soins de santé. Par définition, la satisfaction est l’acte par lequel on accorde à quelqu’un ce qu’il demande, ou encore, le sentiment de bien-être qui résulte de cette action. A partir de cette définition, de nombreuses enquêtes portant sur la satisfaction par rapport aux soins sont retrouvées dans la littérature. Cependant, la validité de ces enquêtes apparaît parfois discutable. Tout d'abord, un sentiment de satisfaction à l'égard d'un service n'implique pas un service de qualité mais plutôt qu’un niveau suffisant ou acceptable de réponse à ce service a été obtenu. Dans le contexte des soins de santé, il peut être difficile pour les patients de critiquer ce niveau de service.", "reportNumber": "", "reportType": "", "institution": "", "place": "", "date": "31 août 2012", "seriesTitle": "", "seriesNumber": "", "pages": "", "DOI": "", "ISBN": "", "citationKey": "", "url": "http://www.has-sante.fr/portail/jcms/c_1055814/rapport-experience-patient", "accessDate": "2012-08-31", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "0000", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2012-10-29T13:38:48Z", "dateModified": "2012-10-29T13:38:48Z" } }, { "key": "T2QBUW8U", "version": 1, "library": { "type": "group", "id": 105432, "name": "patient_experience_rapports", "links": { "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/105432/items/T2QBUW8U", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports/items/T2QBUW8U", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1183839, "username": "pschum", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/pschum", "type": "text/html" } } }, "creatorSummary": "Institut national de la santé et de la recherche médicale", "parsedDate": "2011", "numChildren": 0 }, "data": { "key": "T2QBUW8U", "version": 1, "itemType": "report", "title": "Mesure de l’expérience du patient: analyse des initiatives internationales", "creators": [ { "creatorType": "author", "name": "Institut national de la santé et de la recherche médicale" } ], "abstractNote": "La satisfaction des patients par rapport aux soins reçus, ou le jugement que les\npatients portent sur la qualité de leurs soins est maintenant reconnue comme\nessentielle dans l’appréciation de la qualité des soins de santé. Par définition, la\nsatisfaction est l’acte par lequel on accorde à quelqu’un ce qu’il demande, ou encore,\nle sentiment de bien-être qui résulte de cette action. 1 A partir de cette définition, de\nnombreuses enquêtes portant sur la satisfaction par rapport aux soins sont\nretrouvées dans la littérature.1 Cependant, la validité de ces enquêtes apparaît\nparfois discutable.", "reportNumber": "", "reportType": "", "institution": "", "place": "France", "date": "Avril, 2011", "seriesTitle": "", "seriesNumber": "", "pages": "43", "DOI": "", "ISBN": "", "citationKey": "", "url": "http://www.cetaf.info/piecesjointes/veille1241B.pdf", "accessDate": "2012-08-31", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "français", "libraryCatalog": "", "callNumber": "0000", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2012-10-29T13:38:48Z", "dateModified": "2012-10-29T13:38:48Z" } }, { "key": "QE53TEMF", "version": 1, "library": { "type": "group", "id": 105432, "name": "patient_experience_rapports", "links": { "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/105432/items/QE53TEMF", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports/items/QE53TEMF", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1183839, "username": "pschum", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/pschum", "type": "text/html" } } }, "creatorSummary": "Wolf, Jason A", "numChildren": 0 }, "data": { "key": "QE53TEMF", "version": 1, "itemType": "presentation", "title": "The State of Patient Experience in American Hospitals", "creators": [ { "creatorType": "presenter", "name": "Wolf, Jason A" } ], "abstractNote": "", "presentationType": "", "date": "", "meetingName": "", "place": "", "series": "", "sessionTitle": "", "DOI": "", "citationKey": "", "url": "http://c.ymcdn.com/sites/www.theberylinstitute.org/resource/resmgr/Benchmarking_Study/2011_PE_Benchmarking.pdf", "accessDate": "", "shortTitle": "", "language": "", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2012-10-29T13:38:48Z", "dateModified": "2012-10-29T13:38:48Z" } }, { "key": "RRPTXBFD", "version": 1, "library": { "type": "group", "id": 105432, "name": "patient_experience_rapports", "links": { "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/105432/items/RRPTXBFD", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/patient_experience_rapports/items/RRPTXBFD", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1183839, "username": "pschum", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/pschum", "type": "text/html" } } }, "creatorSummary": "Deloitte", "numChildren": 0 }, "data": { "key": "RRPTXBFD", "version": 1, "itemType": "report", "title": "The Patient Experience: Strategies and approaches for providers to achieve and maintain a competitive advantage", "creators": [ { "creatorType": "author", "name": "Deloitte" } ], "abstractNote": "As health care delivery becomes more competitive, health\ncare providers would be wise to consider shifting their\nfocus to attracting and retaining patients. Patients have\nmore choice of hospitals and information available to\nthem now than ever before, and they are increasingly\nacting as consumers. This makes gaining customer\nloyalty as important as managing costs and revenues,\nand hospitals should innovate to retain customers and\nmaintain profi tability. Making a strategic choice to provide\npatients with the best experience is a proactive and\nsustainable way to create competitive advantage in this\ndynamic marketplace. While this strategic decision can\npositively impact the fi nancial health of the organization,\nfor most systems, making this decision a reality is not\nwithout signifi cant effort.", "reportNumber": "", "reportType": "", "institution": "", "place": "", "date": "", "seriesTitle": "", "seriesNumber": "", "pages": "", "DOI": "", "ISBN": "", "citationKey": "", "url": "http://www.deloitte.com/assets/Dcom-UnitedStates/Local%20Assets/Documents/us_lshc_ThePatientExperience_072809.pdf", "accessDate": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "", "language": "", "libraryCatalog": "", "callNumber": "0000", "rights": "", "extra": "", "tags": [], "collections": [], "relations": {}, "dateAdded": "2012-10-29T13:38:48Z", "dateModified": "2012-10-29T13:38:48Z" } } ]