While the Affordable Care Act (ACA) has urged healthcare organizations across the country to change the ways they evaluate the care they provide, arguably the most important measurement the ACA highlighted is the concept of the “patient experience.”
不幸的是，定义患者经验的最佳方式是辩论，并且涉及患者护理的每个人都有自己的看法，在评估治疗质量时应考虑哪些因素。
However, among the most comprehensive investigations into the idea of patient experience was a 2014 article published in病人的经验Journal, “定义患者体验。“在这项研究中，狼，等等。确定了四个不同的主题，即从业者 - 尤其是护士 - 可以用来帮助定义和引导患者体验。
Below is a discussion of these four elements.
The Sum of All Interactions
在他或她的住院期间和患者之后，患者与数十个人沟通，经历多个程序，并且受到可能对他或她来说可能永远不会解释的医院政策。
虽然护士可能会通过医院观察患者的旅程作为线性的人（从入场到放电），患者的感知可能是完全相反的。因此，护士和其他护理团队必须尽最大努力创造一个符合和遵循尽可能多的逻辑流量的患者体验。
护士should work to coordinate and align each touchpoint, supporting a “one experience” mindset. This approach is described as “integrated nature.”
组织的文化
护士must recognize the impact theirhospital’s culturehas on not only their own perceptions of the workplace but also how a patient feels about his or her surroundings. In other words, the nurse’s level of satisfaction affects his or her level of engagement, and the patient’s impression of this engagement will certainly affect their overall experience.
有了这些事实，护士应该要求建立以患者为中心的文化，以促进提供高质量，个性化的护理，可靠性和响应性。如果护士在努力将本组织的愿景和价值纳入每次患者的互动中，如果他们的绩效互动，它将反映在他们提供的患者体验的类型中。
Patient (and Family Perceptions)
虽然对患者及其或她的家人的看法可能受到不在护士控制中的因素的影响（例如，信仰系统，个人经验和cultural background), a nurse can influence the events the patient understands and remembers about their hospital stay.
护士must recognize that patients (as well as their families and members of their support network) are active participants in the patient’s treatment plan and have the ability to affect the patient experience. Therefore, they should be treated as partners as much as possible.
鼓励患者和他或她的家人以令他们的担忧，成为一部分discussions about the plan of care（尽可能多的合理）不仅可以改善患者对他们的住宿的看法，还可以改善患者在出院后如何与他或她的治疗有关。
Continuum of Care
While nurses may only be directly involved with a patient during their hospital stay (and possibly long-term treatment following the patient’s discharge), the patient experience encompasses all facets of the healthcare system, across the entire spectrum of care services—from non-clinical experiences to hospice care, among others.
Being available to field questions from a patient’s case manager or hospice care coordinator and offering recommendations allows nurses to be part of a积极的患者体验long after the patient has left the hospital.
根据狼，etal., the most critical component common to all four of these themes is the need for “person-centeredness”. Person-centeredness is the recognition that both the care provider and the care recipient are human beings and that no process or procedure should overshadow the needs of the people involved in a patient’s treatment. Keeping in mind the importance of actively including patients and their families in the treatment plan, maintaining a culture of person-centeredness and acknowledging the broad nature of the overall patient experience can help nurses ensure they are providing the best experience possible.
以病人为中心的护理是一个integral part of a positive patient experience. Learn how to implement patient-centered care at your hospital with our free guide,How Nurses Can Increase Satisfaction through Patient-Centered Care.
