Evaluation of Patient Experiences with Nutrition Clinics in Hospital Outpatient Departments
DOI:
https://doi.org/10.3923/pjn.2019.315.323Keywords:
Dietitian, healthcare, nutrition clinics, patient centeredness, patient experienceAbstract
Background and Objective: The healthcare system has been making efforts to improve the efficiency and affordability of healthcare services by using quality-based measurements to evaluate hospitals, healthcare professionals and healthcare programs. Patient experience is considered one of the most important measurements for evaluating the quality of care in the healthcare field. This study aimed to evaluate outpatient experiences in nutrition clinics in Riyadh City and to provide opportunities for improvement. Materials and Methods: This cross-sectional study was conducted in three hospitals in Riyadh City, Kingdom of Saudi Arabia, using the “2011 Picker Survey of Outpatient Experience”. Data were collected via electronic and paper questionnaires. Participants were 217 patients (>18 years old) who had visited nutrition clinics in the previous 12 months. Results: The survey results indicated that patients lacked information regarding the person to contact (64.0%), parking spaces for their vehicles were inadequate (50.7%) and the “dietitian did not fully explain the treatment plan” (39.6%). Conclusion: This study presents an overview of outpatient experiences in nutrition clinics and identifies areas where the performance of healthcare organizations and/or health professionals is poor. Healthcare facilities could potentially improve the experience for a substantial number of patients by focusing on areas with high problem scores. In particular, the patient experience can be improved by implementing patient-centered care more broadly within healthcare organizations.
References
National Academy of Sciences, 2013. Crossing the quality chasm: The IOM health care quality initiative. http://www.nationalacademies.org/hmd/Global/News%20Announcements/Crossing-the-Quality-Chasm-The-IOM-Health-Care-Quality-Initiative.aspx.
Kelly, D.L., 2011. Applying Quality Management in Healthcare: A Systems Approch. 3rd Edn., Health Administration Press, Chicago.
Maurer, M., K. Firminger, P. Dardess, K. Ikeler, S. Sofaer and K.L. Carman, 2016. Understanding consumer perceptions and awareness of hospitalâ€based maternity care quality measures. Health Serv. Res., 51: 1188-1211.
U.S. Department of Health and Human Services, 2017. What is patient experience? https://www.ahrq.gov/cahps/about-cahps/patient-experience/index.html.
Price, R.A., M.N. Elliott, A.M. Zaslavsky, R.D. Hays and W.G. Lehrman et al., 2014. Examining the role of patient experience surveys in measuring health care quality. Med. Care Res. Rev., 71: 522-554.
Al-Abri, R. and A. Al-Balushi, 2014. Patient satisfaction survey as a tool towards quality improvement. Oman Med. J., 29: 3-7.
Sizmur, S. and D. Redding, 2010. Key Domains of the Experience of Hospital Outpatients. Picker Institute, Oxford.
Ministry of Health, 2012. Statistical Annual Book for the Saudi Minstry of Health. Ministry of Health, Riyadh, Saudi Arabia.
Ministry of Health, 2014. Statistical Annual Book for the Saudi Minstry of Health. Ministry of Health, Riyadh, Saudi Arabia.
Ministry of Health, 2018. General administration for quality and patient safety. https://www.moh.gov.sa/depts/Quality/Pages/strategicplan.aspx.
Doyle, C., L. Lennox and D. Bell, 2013. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open, Vol. 3, No. 1.
LaVela, S.L. and A. Gallan, 2014. Evaluation and measurement of patient experience. Patient Exp. J., 1: 28-36.
Wolf, J.A., V. Niederhauser, D. Marshburn and S.L. LaVela, 2014. Defining patient experience. Patient Exp. J., 1: 7-19.
Burnett, E., K. Lee, R. Rushmer, M. Ellis, M. Noble and P. Davey, 2010. Healthcare-associated infection and the patient experience: A qualitative study using patient interviews. J. Hosp. Infect., 74: 42-47.
Luxford, K. and S. Sutton, 2014. How does patient experience fit into the overall healthcare picture? Patient Exp. J., 1: 20-27.
Berghout, M., J. van Exel, L. Leensvaart and J.M. Cramm, 2015. Healthcare professional's views on patient-centered care in hospitals. BMC Health Serv. Res., Vol. 15, No. 1.
Hancock, R.E., G. Bonner, R. Hollingdale and A.M. Madden, 2012. ‘If you listen to me properly, I feel good’: A qualitative examination of patient experiences of dietetic consultations. J. Hum. Nutr. Dietetics, 25: 275-284.
Sladdin, I., L. Ball, C. Bull and W. Chaboyer, 2017. Patient-centred care to improve dietetic practice: An integrative review. J. Hum. Nutr. Diet., 30: 453-470.
Sladdin, I., W. Chaboyer and L. Ball, 2018. Patient's perceptions and experiences of patient-centred care in dietetic consultations. J. Hum. Nutr. Diet., 31: 188-196.
Picker Institute Europe, 2011. Principles of patient centred care. http://www.pickereurope.org/about-us/principles-of-patient-centred-care/.
Dykes, P.C., L. Samal, M. Donahue, J.O. Greenberg and A.C. Hurley et al., 2014. A patient-centered longitudinal care plan: Vision versus reality. J. Am. Med. Inform. Assoc., 21: 1082-1090.
Yan-Ling, W., W. Xin and Z. Ming-Chun, 2016. Current situation and analysis of parking problem in Beijing. Procedia Eng., 137: 777-785.
Nouri, S.S. and R.E. Rudd, 2015. Health literacy in the “oral exchangeâ€: An important element of patient-provider communication. Patient Educ. Couns., 98: 565-571.
Larkins, A.S., A.V.C. Windsor and T.M. Trebble, 2013. An evaluation of patient attitudes to the gastroenterology outpatient experience. Eur. J. Gastroenterol. Hepatol., 25: 44-55.
Owen-Smith, A., J. Coast and J. Donovan, 2010. Are patients receiving enough information about healthcare rationing? A qualitative study. J. Med. Ethics, 36: 88-92.
Prince, A.C., A. Moosa, M.C. Lomer, D.P. Reidlinger and K. Whelan, 2015. Variable access to quality nutrition information regarding inflammatory bowel disease: A survey of patients and health professionals and objective examination of written information. Health Expectations, 18: 2501-2512.
Downloads
Published
Issue
Section
License
Copyright (c) 2019 The Author(s)
This work is licensed under a Creative Commons Attribution 4.0 International License.
This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution and reproduction in any medium, provided the original author and source are credited.
