Patient and Carer Experience
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A “Patient Journey” refers to the process or progressive steps taken by a patient as they received health care. Journeys can be short and sharp, in the event of a one-off acute illness or surgical procedure; or protracted for people with a chronic illness that requires management over a period of years.
Patient and carer perceptions of the journey comprise the “Patient Experience”. Research from the NRC+ Picker says patients and carers value:
- Access to Care
- Respect for Patient values,preferences, and expressed needs
- Coordination and integration of care
- Information and education
- Transition and continuity
- Physical comfort
- Emotional support and alleviation of fear and anxiety
- Involvement of family and friends
Information about Picker Institute
Stories Now on Video
Video is a great sensory medium that can capture atmosphere, feelings and emotions in a powerful way. The Patient Story Video Library is now available.
New Resources for Improving Patient Carer Experience
Patient & Carer Experience E-learning Module Pilot
Redesign is trialling an e-learning module on collecting patient & carer stories for NSW Health Leaders.
The module teaches the methodology of capturing patient & carer experience and provides resources/tools to conduct the interviews.
For further information and access to this pilot site please contact Nicole Manning
Patient Experience
Patient experience describes how the patient perceived their health care.
When patients and their carers describe the patient experience, they talk about what they saw, heard and felt; the emotions that arose for them as a result; and how this may have affected their decisions and actions throughout the journey.
The patient experience is shaped by many factors: the information at the patient’s disposal (particularly the information and advice given by health professionals); the way in which this information was delivered;the patient’s own choices and the role played by carers.
One of the most interesting things about patient experience is that it includes insights into what happens during the “gaps” between the episodes of clinical care - time spent waiting at home for an appointment or time spent recovering in a ward, for example. Strong perceptions of the health system are created during these gaps - usually as a result of the interactions (or lack of interactions) between the patient and carer and health care professionals.
