1. Dr. Katja Stahl, Picker Institut Deutschland, Hamburg, Germany 00 49 40 22 75 95 77 stahl@pickerinstitut.de Les programmes d’expérience du patient Paris La Villette - Cité des Sciences et de l’Industrie Lundi 25 et mardi 26 novembre 2013 Plénière n°2 PATIENT EXPERIENCE Instruments, methodolgy, results

2. Agenda 2 Patient experience - Introduction Patient experience – Instruments & Methodology –Questionnaires –Survey procedure Patient experience – The reality –Leading dimensions –Actual results

3. Patient experience Introduction

4. 4 Patient experience Communication and empathy influence health outcome Consistent associations of patient experience with safety and effectiveness of care Prerequisite: Well-designed instruments & sound methodology A valid measure?

5. Patient experience Instruments & Methodology

6. 6 The Picker Institutes Picker Institute Inc., Camden, Maine, USA Picker Institute Europe, Oxford, UK Picker Institut Deutschland, Hamburg, Germany Not-for-profit organisations Make patients‘ views count in health care Build & use evidence to champion the best possible patient centered care Work with patients, professionals & policy makers to strive for the highest standards of patient experience "Understanding and respecting patients' values, preferences and expressed needs is the foundation of patient-centred care.“ Harvey Picker

7. 7 Picker methodology Reliable & exact results Exact measurement Validated questionnaire Questionnaires & Procedure

8. 8 Inpatient questionnaire content Emergency Admission Elective Admission Doctors NursesPainSurgery Leaving the hospital Facilities & Service Overall impression

9. 9 Picker methodology Reliable & exact results Exact measurement Validated questionnaire Actionable Results Direct & specific questions Facts instead of satisfaction Questionnaires & Procedure

10. 10 Report Questions Minimizing ceiling effects Minimizing confounding effects due to gratitude, expectations, demografic characteristics More realistic & actionable answers

11. 11 Report vs. rating

12. 12 Picker methodology Reliable & exact results Exact measurement Validated questionnaire Actionable Results Direct & specific questions Facts instead of satisfaction Honest & deliberate answers Anonymity After discharge Questionnaires & Procedure

13. 13 Postal survey after discharge Evaluation of the whole care process No worries about negative consequences Emotional distance to the event Anonymity

14. 14 Picker methodology Reliable & exact results Exact measurement Validated questionnaire Actionable Results Direct & specific questions Facts instead of satisfaction honest & deliberate answers Anonymity After discharge Valid & robust results High response rates Reminder Questionnaires & Procedure

15. 15 Picker clients (patient inpatient surveys, n≈400 hospitals) > 800 beds 600-800 beds 300-600 beds < 300 beds Private, not for profit Private, for profit Public, not for profit

16. 16 Transparency initiatives Klinikführer Berlin 2007/08 (29 hosp.) Klinikführer Rhein-Ruhr 2004 (38 hosp.) 2005/06 (74 hosp.) 2007/08 (75 hosp.) 2010/11 (51 hosp.) Klinikführer Bremen 2010 (12 hosp.) 2012 (12 hosp.)

17. Patient experience The reality

18. 18 Picker Report 2013 Patient experience: leading dimensions Dimensions of patient experience and their influence on the overall experience The interaction with health professionals are by far the most important dimensions for a positive overall experience ²Influence (%) on overall experience

19. 19 Picker Report 2013 Patient experience in German hospitals 1 From the patients‘ perspective communication & information before discharge are the areas in most urgent need of improvement. 1 Survey data from 111.835 patiens, 197 hospitals, 2009-12 ²percentage of answers indicating improvement areas

20. 20 The patients‘ perspective on information before discharge

21. 21 The patients‘ perspective on communication

22. 22 Picker Report 2013 Patient and employee experience Quality of patient centered care from the patients‘ and the nurses‘ perspective 1 1 survy data of 27.300 patients and ca. 15.000 employees 2006-12 Quality of patient centered care from the patients‘ and doctors‘ perspective

23. 23 Take home message Patient experience is a crucial part of high quality health care reflects quality of care if it is measured with valid instruments and sound methodology is too important to be measured ‚quick and dirty‘ needs to be incorporated in quality measures for health care planning Interaction with health professionals is the most important dimension for a good overall patient experience is related to health professionals‘ experience of the conditions of patient- centered care Communication, involvement & discharge information are the areas most urgently in need of improvement from the patients‘ perspective

24. 24 Merci de votre attention!

25. Picker Institut Deutschland gGmbH Kieler Straße 2 22769 Hamburg Tel.: 0049 (0)40 227 595 70 Fax: 0049 (0)40 227 595 71 Mail: info@pickerinstitut.de www.pickerinstitut.de