The patient experience to transform organizations and improve patient care
The anap (agence nationale de la performance sanitaire et médico-sociale) has published three documents on its website, including an initial guide entitled “Patient and user experience: 4 pillars to leverage performance”, which sets out the four main actions to be taken into account in a patient experience approach to transform organizations and improve care.
Pillar 1: focusing on experience
We need to distinguish between care (CURE), which represents the act of care and treatment, and taking care (CARE), which focuses on the perception of care.
Patient experience is concerned with the CARE aspect, focusing solely on patients’ perception of the outcome of care and their journey.
Pillar 2: consider all the moments that build experience
It is necessary to observe the patient’s experience at every stage:
- Before: apprehensions that will influence the patient’s perception.
- During: actions and emotional responses to situations experienced by the patient during his or her journey.
- After: the thoughts and feelings that emerge after following the entire route.
- Over time: the overall memory created by experience, the traces left behind that will influence the patient’s future experiences.
Pillar 3: taking all facets into account
The patient experience is made up of objective and subjective aspects.
When information is factual, measurable or observable, it has an objective dimension: usefulness, simplicity and accessibility.
When information depends on personal interpretation, it’s a subjective dimension: emotions, motivations, aspirations, perception.
Pillar 4: take all influences into account
The patient experience is influenced by :
- All those involved (professionals or family members)
- The environment (location, layout, noise, smells)
These are elements whose influence on people’s perception and understanding needs to be analyzed.
If you’d like to find out more about these four pillars, take a look at the anap guide.
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