Developing a Model for Evaluating Patient Experience in Educational Hospitals of Mashhad University of Medical Sciences

Abstract

Background: Understanding the "patient experience" is a key step in moving towards patient-centered care. The purpose of this study is to design a patient experience evaluation model to evaluate the effective components in the patient experience in hospitals of Mashhad University of Medical Sciences. Methods: This was a comparative descriptive study conducted using databases and information resources and based on a comprehensive review, and the models used in other parts of the world were extracted based on the research protocol and entered into a comparative matrix. The reliability of the extracted framework was verified using the agreement coefficient of the parties. In order to validate the model, the questions were prepared in the form of a questionnaire and validated by the specialists of Mashhad University of Medical Sciences during two-round Delphi using SPSS 16 software. Results: In this study, 10 models were obtained for evaluating patient experience in different countries, each of which was composed of several dimensions and some of them had overlap. The models included American model (8 dimensions), Swedish model (10 dimensions), British first model (7 dimensions), British second model (8 dimensions), Scotland model (6 dimensions), Hong Kong model (9 dimensions), Norway first model (6 dimensions), Norway second model (5 dimensions), India model (10 dimensions), and the model of Ethiopia (5 dimensions). The final model with 10 dimensions and 29 sub- dimensions was approved and validated. Conclusion: The results showed that the suitable pattern for Iran had 10 dimensions and 29 sub-dimensions. Among the dimensions, respect for the patientchr('39')s privacy and dignity had the highest score and the way patients are discharged from the hospital had the lowest score.

Keywords

• developing a model
• patient experience
• patient-centered care
• patient satisfaction