Patient Experience and Partnering in Care

This essay focuses on patient experience and partners in care. The discussion is centered on Mr. Taylor’s different experiences within public hospitals, private healthcare centers and with his Doctor. The main theories to be used in the essay include the theory of interpersonal relationships, self care theory and Humanistic Nursing theory.

Running Head: PATIENT EXPERIENCE AND PARTNERING IN CARE 1
PATIENT EXPERIENCE AND PARTNERING IN CARE
Name
Institutional Affiliation

PATIENT EXPERIENCE AND PARTNERING IN CARE 2
Introduction
This essay focuses on patient experience and partners in care. The discussion is centered
on Mr. Taylor’s different experiences within public hospitals, private healthcare centers and with
his Doctor. The discussion will highlight the role of Nurses in enhancing the patient experience
with a special focus on nursing values such as compassion for patients; caring, social justice and
human dignity. Positive patient experience is one of the most important aspects of healthcare
provision. Patient experience is founded on aspects such as effective communication and
effectiveness in healthcare provision (Manary, Boulding, Staelin & Glickman, 2013). The main
theories to be used in the essay include the theory of interpersonal relationships, self care theory
and Humanistic Nursing theory.
Description. Mr. Taylor’s experience in public hospitals has entirely affected his
perception of public healthcare institutions. In his narrative he recalls how he had to wait under
intense pain to be attended to and the lack of effective communication form health care providers
at the hospital on what was going on. Two dominant themes, in this case, are information focus
and patient focus (Teel, MacIntyre, Murray & Rock, 2011). Despite the intense pain, he
experienced no one approached him to explain to him what was happening at the hospital, how
long he would be required to wait or offer any assistance. On the contrary in his experience with
a personal doctor, there was adherence to these themes.
Feelings and thoughts: I strongly feel that healthcare providers need to focus on
enhancing the experience of their patients by prioritizing their health needs and adopting
effective communication skills. I also think that while at the public hospital, it would have been
appropriate if any of the healthcare providers approached Mr. Taylor to explain to him why he

PATIENT EXPERIENCE AND PARTNERING IN CARE 3
needed to wait for that long without being attended to instead of repeatedly telling him that he
was next in line and keeping him waiting. I felt this way because I believe in the values of
professionalism, empathy and effective communication (Shahriari, Mohammadi, Abbaszadeh &
Bahrami, 2013). I feel that the kind of attention given to Mr. Taylor by his person was exactly
what he needed as it conforms to my values.
Values and beliefs: My feelings and thoughts were largely affected by values of
compassionate care, communication and professionalism, and critical thinking. These values
have originated from my personal experiences as a nurse and from my scholarly research. I
believe that critical thinking is important because nurses are from time to time required to make
decisions concerning their patients (LeDuc & Kotzer, 2009). Critical thinking enables them to
make decisions that conform to professional and ethical values. Communication is also important
in that it improves the quality of care as well as patient satisfaction. Finally, compassionate care
focuses on the thoughts, feelings, and experiences of a patient and their family. By helping me to
conform to professional healthcare standards and improving the overall experience these values
are important to me, the patient and the patient’s family (Schmidt & Mcarthur, 2018).
Analysis: The long wait demonstrates the inadequacy of care for Mr. Taylor at the public
hospital. The negative experience he underwent previously is the basis for his adamant refusal to
go to seek medical care from a public hospital as suggested by his family after the fall. Staffing
is a major component of the adequacy of care. Researchers have identified adequacy of staffing
as one of the key aspects of job satisfaction and productivity in healthcare facilities
(Schmalenberg & Kramer, 2009). High-quality patient care is also dependent on nurse staffing.
Nurses play a major role in enhancing the nature of patient outcomes and the quality of patient

PATIENT EXPERIENCE AND PARTNERING IN CARE 4
care. They are therefore an important component of the healthcare delivery system (Clarke &
Donaldson, 2008).In the context of healthcare provision, the patient is the most important
stakeholder. It is therefore important to have meaningful relationships between the patient and
caregiver (Kitson, Conroy, Wengstrom, Profetto‐McGrath & Robertson‐Malt, 2010). One key
aspect of establishing a meaningful relationship between the caregiver and receiver are
communication and empathy. Nurses need to treat patients according to their individual's needs.
They also need to provide them with all the details about their healthcare.
Aspects of the adequacy of care can also be identified in the case. Even though he waited
for so long to be attended to, Mr. Taylor was generally happy with the kind of care he received.
He describes the experience as amazing. This can also be identified about his doctor who he
prefers over public hospital. The response and care he got from the GP Clinic the next day after
his first fall was amazing. The doctor ordered an x-ray and referred him to a surgeon
immediately. The surgeon’s level of honesty also proved the adequacy of care. He did not
conceal anything regarding Taylor’s care. After his surgery, he was also sent to the best
physiotherapist in town.
Conclusions are drawn. From this case, it can be concluded that the negative experience
for Mr. Taylor was caused by a lack of professionalism, ineffective communication, and
inadequate staffing. As part of patient care, Mr. Taylor needed to be provided with accurate
information on when he would be attended to. This was however not the case as he was kept
waiting even after being assured that he was next in line. The painful experience he was
undergoing needed to have been attended to promptly. The high number of patients seeking
medical services at the healthcare facility and the slow rates at which they were being attended to

PATIENT EXPERIENCE AND PARTNERING IN CARE 5
is also a negative indicator. As shown by Mr. Taylor’s preference of his GP’s clinic to the public
hospital, negative patient experiences are likely to shift the attention of patients to private
medical care (Tateke, Woldie & Ololo, 2012). The increase in demand for medical care services
is also likely to shift the focus of hospitals towards staffing realization of needs.
Positive patient experience creates a long-lasting impression. From the case apart from
having to wait for too long, Mr. Taylor was happy with the medical care that he received from
the public hospital and through his private doctor. The fact that his Wife played a crucial role in
his recovery shows the important role of the family in the recovery of a patient. This is also
likely to lead to a situation where the involvement of the patient’s family will be integrated into
healthcare provision. Such active involvement will create awareness on areas such as dressing
and showering where patients need support (Whewell, 2016).
Action Plan: From Mr. Taylor’s case it is evident that ineffective communication, lack of
collaboration and staffing challenges are the main issues leading to negative patient experience.
If staffing needs are not met delays such as those experienced in the public hospital attended by
Taylor cannot be avoided. In the absence of effective communication and collaboration, patient
experience is also likely to be affected. Negative patient experience increases the rate of
dissatisfaction and distrust with the healthcare facility and healthcare providers. My primary
focus would be increasing efficiency through the restructuring of hospital processes and solving
staffing challenges (Tucker, Marsiske, Rice, Nielson & Herman, 2011). Additionally, I would
root for increased collaboration and improved communication to solve some of the challenges
experienced in the case study. For example, through this approach, all patients will need to be

PATIENT EXPERIENCE AND PARTNERING IN CARE 6
assessed soon after arrival so that those with urgent needs can be attended to promptly (Donetto,
Pierri, Tsianakas & Robert, 2015).

PATIENT EXPERIENCE AND PARTNERING IN CARE 7
References
Clarke, S. P., & Donaldson, N. E. (2008). Nurse staffing and patient care quality and safety.
Donetto, S., Pierri, P., Tsianakas, V., & Robert, G. (2015). Experience-based co-design and
healthcare improvement: realizing the participatory design in the public sector. The Design
Journal, 18(2), 227-248.
Teel, C. S., MacIntyre, R. C., Murray, T. A., & Rock, K. Z. (2011). Common themes in clinical
education partnerships. Journal of nursing education, 50(7), 365-372.
Kitson, A., Conroy, T., Wengstrom, Y., Profetto‐McGrath, J., & Robertson‐Malt, S. (2010).
Scholarly paper: Defining the fundamentals of care. International journal of nursing
practice, 16(4), 423-434.
LeDuc, K., & Kotzer, A. M. (2009). Bridging the gap: A comparison of the professional nursing
values of students, new graduates, and seasoned professionals. Nursing education
perspectives, 30(5), 279-284.
Manary, M. P., Boulding, W., Staelin, R., & Glickman, S. W. (2013). The patient experience and
health outcomes. New England Journal of Medicine, 368(3), 201-203.
Shahriari, M., Mohammadi, E., Abbaszadeh, A., & Bahrami, M. (2013). Nursing ethical values
and definitions: A literature review. Iranian journal of nursing and midwifery
research, 18(1), 1.
Schmidt, B. J., & Mcarthur, E. C. (2018, January). Professional nursing values: A concept
analysis. In Nursing forum (Vol. 53, No. 1, pp. 69-75).

PATIENT EXPERIENCE AND PARTNERING IN CARE 8
Schmalenberg, C., & Kramer, M. (2009). Perception of the adequacy of staffing. Critical Care
Nurse, 29(5), 65-71.
Tateke, T., Woldie, M., & Ololo, S. (2012). Determinants of patient satisfaction with outpatient
health services at public and private hospitals in Addis Ababa, Ethiopia. African Journal
of Primary Health Care & Family Medicine, 4(1).
Tucker, C. M., Marsiske, M., Rice, K. G., Nielson, J. J., & Herman, K. (2011).Patient-centered
culturally sensitive health care: model testing and refinement. Health Psychology, 30(3),
342.
Whewell, R. (2016). The Future of Healthcare. In Supply Chain in the Pharmaceutical
Industry (pp. 239-254). Routledge.