ORGANIZATIONAL DEVELOPMENT IN NURSING MEASURING PATIENT EXPERIENCE MEASURING PATIENT EXPERIENCE 1 1 MEASURING PATIENT EXPERIENCE

Running head: ORGANIZATIONAL DEVELOPMENT IN NURSING
MEASURING PATIENT EXPERIENCE
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MEASURING PATIENT EXPERIENCE1
Introduction
According to Lowery et al. (2014), hospital as a health care provider is continuously
evolving. The mode of delivering quality care to the patients should be continuously
monitored for the betterment of the services. The ongoing moderation within the healthcare
system has a great impact on the hospitals (Longenecker & Longenecker, 2014). Seeking
excellence in the hospital should be the key prospect for development. Identification of
current issues within the organisation or hospital needs to address the development of the
hospitals. Continual measuring of the patients' experience would help in analysing the
effectiveness of the services the hospitals are delivering. This paper intends to examine the
lack of measuring patient experience and adverse effect of it.
Current Issue in Hospital
The hospital is unable to develop effectively, as it is lacking in measuring the patient
experience. For measuring the effectiveness of services that the organisation or hospital is
offering, measuring patient experience is very crucial measures. It covers the ranges of
communications that patients have within the healthcare systems. The patient’s experiences
include multiple elements such as appointment process, treatment procedures, access to the
information and efficient communication with the caregivers or healthcare professionals. It is
the major important component of health care quality. The major objective of the hospital is
to provide care to the patients for reducing their pain and enhance the health of individuals
and the community. This objective can be effectively analysed, and the effectiveness can be
measured if the patients experienced it. According to Van Aken & Berends (2018), the case
method is an effective way of solving any problematic issue that arises within the
organization.

MEASURING PATIENT EXPERIENCE2
Lack of measuring patient experience
Hospitals are effectively evolving, and they also adopt multiple tools and measures
for developing their organisation structure. However, the hospital that does not measures the
patient experience would have adverse effects. Patient experience is the key major elements
of measuring quality. According to LaVela & Gallan (2014), the measurement of patient
experience can affect decision making and also helps in observing the performance of
healthcare. The quality can be improved further with the help of measuring the patient
experience (Kieft et al., 2014). The experience of patients results in their satisfaction or
dissatisfaction towards the services and treatment. For example, if a patient is experiencing
larger waiting time for availing the treatment or any report. This waiting time would impact a
negative experience by the patients and reduces the loyalty of the patient. Therefore, the
inability to measure patient experience would result in the communication gap. The hospital
would not know the major issue that is increase waiting time. Thus, it makes an important
decision for the senior leaders or healthcare professionals of the hospital to measures the
patient experience. According to Burt et al., (2017), the measurement of the complaints and
compliment is necessary measures for the development of the organization. The positive
experience would directly impact on the better health outcomes.
Benefits of measuring patient experience
There should be a measurement of patient experience, and it needs to be implemented
in the hospital. According to Ahmed, Burt & Roland (2014), the benefits of measuring patient
experience are numerous and impact effectively on the hospital, patients or any healthcare
professionals. The first and foremost benefits of measuring the patient experience are it
would excel the patient engagement. Patients can give feedback about their experience, and
such feedback would help in highlighting the potential issue along with the potential