The patient’s voice is becoming increasingly important. More than three quarters of patients consider reputation when choosing a hospital. At the same time, growing out-of-pocket expenditure is fueling consumerism.
For patients, once they are diagnosed and have a clear care pathway, health outcomes are among the factors that matter most.1 “Outcomes” refers to both clinical and patient-reported health status.2 However, without engagement and communication, patient expectations will remain unclarified and therefore difficult to achieve.
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Read the paper: Reducing the fear and anxiety associated with breast cancer screening
Insights series – issue 5: Faster results, quicker care for those who need it, and less anxiety for all patients – the team at the Baylor Clinic, led by Emily Sedgwick, MD, set out to design an improved and more effective patient experience.
This paper examines how Emily Sedgwick achieved these impressive results and offers insights on how others working in comparable treatment pathways can apply similar techniques.
Patient experiences when facing different diseases
"I slumped to the floor. I found myself unable to respond to my partner’s questions. I was transferred to a hospital where stroke was quickly diagnosed and treated. Since then I have made lifestyle changes to control my risk factors for stroke."4
A patient's experience when facing a stroke (fictional case)
"I love my daily walking tour. After my walk, I experienced chest pain, nausea and weakness. My doctor told me one of my coronary arteries had a 95% blockage. I was shocked."4
A patient's experience when facing cardiovascular disease (fictional case)
"I detected a mass around my stomach. I did initial research, and the doctor said that what I found is common among old people. He checked me and after an ultrasound, I was diagnosed and treated for an abdominal aortic aneurysm."4
A patient's experience when facing vascular disease (fictional case)
"I need knowledgeable and compassionate caregivers who proactively inform me and my family about the next steps and reduce my fear. I want to be able to breathe fully, get rid of coughing and pain."4
A patient's experience when facing lung cancer (fictional case)
"I went to my primary care physician and he was just as shocked as I was when a scan showed two large, billiard ball-sized masses growing on my liver. This is news no active, healthy person thinks they will ever hear."4
A patient's experience when facing liver cancer (fictional case)
"I felt lucky that I was diagnosed in time. It was controllable and I felt this treatment was right for me. For six weeks, five days a week, they would mark my prostate, then I’d have two to three minutes of radiotherapy."4
A patient's experience when facing prostate cancer (fictional case)
"I had a terrible fall walking down the stairs at home. Both bones of my right leg broke in splinters. When I needed to answer to the surgery team, I was in so much pain I could not recall all medication and allergies I have."4
A patient's experience when facing orthopedic trauma (fictional case)
"Diabetes affects my entire body. I have met many people with diabetes who felt that their condition kept them from doing certain things. But that definitely isn’t true. Diabetes is nothing to be scared of. In my view, with monitoring, the right education and thorough preparation, one can pursue a competitive sport like anyone else."4
A patient's experience when facing diabetes
Solution
Three levels to deliver outcomes that matter to patients in the patient journey cycle.
1
Patient Experience Journal, Vol. 3. Issue 1, Patient experience: Driving outcomes at the heart of healthcare J. A. Wolf CPXP, PhD,
2
International Consortium for Health Outcomes Measurement (ICHOM): medscape.com/viewarticle/813443 (viewed latest on June 22nd, 2020)
3
The BMJ, Adverse events in British hospitals: preliminary retrospective record review: bmj.com/content/322/7285/517, using an average yearly exchange rate 2001 of GBP/USD of 1.4947, (viewed latest on June 22nd, 2020)
4
The statements described herein are based on a patient’s unique situation. However, since many variables exist (e.g. age, country or origin, social situation, diagnosis, procedure,…) the fictious patient experience presented here is not necessarily generalizable.
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