Improving patient experience by implementing an organisational culture model
A satisfactory patient care culture model can help improve most patients’ quality of care in a hospital. This study aims to improve patients’ experiences (PX) by implementing a culture model at King Abdul-Aziz Armed Forces Hospital in Dhahran, Saudi Arabia. To achieve the research aim, a set of inte...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
BMJ Publishing Group
2023-06-01
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| Series: | BMJ Open Quality |
| Online Access: | https://bmjopenquality.bmj.com/content/12/2/e002076.full |
| _version_ | 1797771892330856448 |
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| author | Noha A Almohaisen Nayif M Alsayari Muhammad Hasan Abid Nada Foud Al Subhi Aqeel Al Masoudi Ohood Saad AlGhazali Alexander Woodman |
| author_facet | Noha A Almohaisen Nayif M Alsayari Muhammad Hasan Abid Nada Foud Al Subhi Aqeel Al Masoudi Ohood Saad AlGhazali Alexander Woodman |
| author_sort | Noha A Almohaisen |
| collection | DOAJ |
| description | A satisfactory patient care culture model can help improve most patients’ quality of care in a hospital. This study aims to improve patients’ experiences (PX) by implementing a culture model at King Abdul-Aziz Armed Forces Hospital in Dhahran, Saudi Arabia. To achieve the research aim, a set of interventions were implemented that included a patient and family advisory council, empathy training, recognition of the PX, leadership–patient interviews, PX champions and quality improvement. These interventions were further measured using the Hospital Consumer Assessment of Healthcare Providers and Systems survey in the inpatient, outpatient and emergency departments. The improvement project was conducted in 2020, focusing mainly on transforming the culture and launching activities targeting specific touchpoints identified as priority areas. After making these changes, the hospital saw improvements in all patient relationships, with an average score across all dimensions collectively increasing by more than 4%. The quality improvement project using the PX culture model approach demonstrated significant improvements. In addition, employee involvement in patient care has become a significant factor in improving the quality of care. The critical elements for improving the PX and culture included recognising staff and creating networks across the system through effective leadership, employee engagement and engagement of patients and their families. |
| first_indexed | 2024-03-12T21:43:11Z |
| format | Article |
| id | doaj.art-3e93ed1138f142c5bf096a8523079b08 |
| institution | Directory Open Access Journal |
| issn | 2399-6641 |
| language | English |
| last_indexed | 2024-03-12T21:43:11Z |
| publishDate | 2023-06-01 |
| publisher | BMJ Publishing Group |
| record_format | Article |
| series | BMJ Open Quality |
| spelling | doaj.art-3e93ed1138f142c5bf096a8523079b082023-07-26T14:25:07ZengBMJ Publishing GroupBMJ Open Quality2399-66412023-06-0112210.1136/bmjoq-2022-002076Improving patient experience by implementing an organisational culture modelNoha A Almohaisen0Nayif M Alsayari1Muhammad Hasan Abid2Nada Foud Al Subhi3Aqeel Al Masoudi4Ohood Saad AlGhazali5Alexander Woodman6Continuous Quality Improvement and Patient Safety, General Directorate of Health Services, Ministry of Defense, Riyadh, Saudi ArabiaContinuous Quality Improvement and Patient Safety, General Directorate of Health Services, Ministry of Defense, Riyadh, Saudi ArabiaContinuous Quality Improvement and Patient Safety, Armed Forces Hospitals Administration, Taif, Makkah, Saudi ArabiaPatient Experience Department, Armed Forces Hospital, Dhahran, Eastern Province, Saudi ArabiaHospital Administration, Armed Forces Hospital, Dhahran, Eastern Province, Saudi ArabiaMedical Statistics Department, Armed Forces Hospital, Dhahran, Eastern Province, Saudi ArabiaResearch Department, King Fahad Medical Complex, Dhahran, Eastern Province, Saudi ArabiaA satisfactory patient care culture model can help improve most patients’ quality of care in a hospital. This study aims to improve patients’ experiences (PX) by implementing a culture model at King Abdul-Aziz Armed Forces Hospital in Dhahran, Saudi Arabia. To achieve the research aim, a set of interventions were implemented that included a patient and family advisory council, empathy training, recognition of the PX, leadership–patient interviews, PX champions and quality improvement. These interventions were further measured using the Hospital Consumer Assessment of Healthcare Providers and Systems survey in the inpatient, outpatient and emergency departments. The improvement project was conducted in 2020, focusing mainly on transforming the culture and launching activities targeting specific touchpoints identified as priority areas. After making these changes, the hospital saw improvements in all patient relationships, with an average score across all dimensions collectively increasing by more than 4%. The quality improvement project using the PX culture model approach demonstrated significant improvements. In addition, employee involvement in patient care has become a significant factor in improving the quality of care. The critical elements for improving the PX and culture included recognising staff and creating networks across the system through effective leadership, employee engagement and engagement of patients and their families.https://bmjopenquality.bmj.com/content/12/2/e002076.full |
| spellingShingle | Noha A Almohaisen Nayif M Alsayari Muhammad Hasan Abid Nada Foud Al Subhi Aqeel Al Masoudi Ohood Saad AlGhazali Alexander Woodman Improving patient experience by implementing an organisational culture model BMJ Open Quality |
| title | Improving patient experience by implementing an organisational culture model |
| title_full | Improving patient experience by implementing an organisational culture model |
| title_fullStr | Improving patient experience by implementing an organisational culture model |
| title_full_unstemmed | Improving patient experience by implementing an organisational culture model |
| title_short | Improving patient experience by implementing an organisational culture model |
| title_sort | improving patient experience by implementing an organisational culture model |
| url | https://bmjopenquality.bmj.com/content/12/2/e002076.full |
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