Organizational Development in Nursing: Patient Experience Measurement

This report examines the critical importance of measuring patient experience within healthcare organizations, using ABC Hospital as a case study. The introduction highlights the continuous evolution of hospitals and the need for ongoing monitoring of service quality, emphasizing that measuring patient experience is crucial for organizational development. The report identifies the current issue of lacking patient experience measurement and its adverse effects, such as communication gaps and reduced patient loyalty. The benefits of measuring patient experience are explored, including enhanced patient engagement and improved clinical effectiveness. A detailed analysis of the ABC Hospital case is presented, outlining the central issue, objectives, areas of consideration, and an alternative course of action. A decision matrix is included to evaluate the implementation of effective patient experience measurement. The conclusion and recommendations emphasize the need for immediate implementation, followed by an action plan, including activities such as forming a team, collecting feedback, and conducting surveys. The potential outcomes of implementing patient experience measurement are discussed, highlighting improvements in patient engagement, data collection, and overall hospital reputation. The report concludes by reiterating the significance of measuring patient experiences for all key stakeholders within the hospital.

Running head: ORGANIZATIONAL DEVELOPMENT IN NURSING
MEASURING PATIENT EXPERIENCE
Name of the Student:
Name of the University:
Author Note:

1MEASURING PATIENT EXPERIENCE
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.

2MEASURING PATIENT EXPERIENCE
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

3MEASURING PATIENT EXPERIENCE
solutions. It would also impact on the safety of the patients as it would enhance the clinical
effectiveness.
Solving the Problem
Title of the case: ABC Hospital
Time context: January
Central Issue: The major issue in the hospital was the lack of measuring patient experience. It is acting
as a major barrier in the development of the hospital.
Statement of Objectives:
1. To implement the measurement of the patient experience.
2. To solve the barrier that is restricting the development of the hospital
Areas of Consideration:
1. Not measuring patient experience: ABC hospitals are unable to analyses their effectiveness of
services.
Alternative Course of Action:
1. Implementing the effective measurement of the patient experience.
2. Improvement of quality
Decision Matrix:
Variables Alternatives
Implementation of effective measurement of the
patient experience
Risks 5
Costs 2
Benefits 5
Ease of Implementation 2
Total 14
Conclusion: The major problem of ABC hospital is not using the patient experience framework.
Recommendations: For the present time, ABC hospitals should focus on the implementation of
measuring patient experiences. It would affect on analyzing the services of the hospital.
Action Plan: Implementing to measures the Patient experience
Activities Objectives Division Costs Time

4MEASURING PATIENT EXPERIENCE
1. Formulate a team
The formation of
the team would
supervise the
action along with
the result-
oriented
Administration
Department XXXX
One
week
2. Taking feedbacks along with the complaints
To collect the
experience of
patients
Patient care
department XXXX Weekly
3. Formulate online ratings
To receives
feedback from
the patients
when they
unable to give
feedback on a
paper or
personally.
Administration
Department XXXX
One
week
4. Regular surveys on patient satisfaction
To measure the
effectiveness of
services
delivered by the
hospital
Patient care
department XXXX Weekly
5. Regular evaluation of the outcomes or
findings
To review the
changes in the
measurement of
the patient
experience
Administration
Department XXXX Monthly
Gantt chart
Activities Week
1
Week
2
Week
3
Week
4
1. Formulate a
team ✔
2. Taking
feedbacks along
with the
complaints
✔ ✔ ✔

5MEASURING PATIENT EXPERIENCE
3. Formulate
online ratings ✔
4. Regular
surveys on
patient
satisfaction
✔ ✔ ✔
5. Regular
evaluation of
the outcomes or
findings
✔
Potential outcomes
After implementing the practice of measuring the patient experience, there would be
effective potentials advantages to the hospitals as a whole. The experiences gathered from the
patients would provide efficient in-depth information. It would provide the key issues that
need improvement (Anhang Price et al., 2014). The feedback from patients such as
compliments would bring positive motivation for the front line patient care assistance or
nursing professionals. It is a continuous and spontaneous reporting; therefore, the hospital can
identify the specific or particular interest of the patients (Moorer et al., 2017). There would
be effective engagement between caregivers and care receivers. This process would bring
stories from multiple patients regarding their prospective. These stories from different
patients can bring wider and clear approach for enhancing the quality. This measures of
patient experiences can act as an effective tool for improving the quality in the hospitals. The
surveys that would be conducted in gaining the experience from patients would provide
feedback from a huge number of populations. It would also generate multiple indicators that
can help in developing the hospital in multiple aspects. The data collected from the online
ratings can also provide measures that may correlate with other indicators that may affect
their experiences. The positive ratings can also bring a wider prospect to build the reputation

6MEASURING PATIENT EXPERIENCE
of the hospitals. The outcomes vary according to the response of each patient. The negative
experiences faced by the patients would create an opportunity for the hospitals for developing
solution towards the services that the hospital delivers. According to Coulter et al. (2014), the
data that is collected from experiences of patients play a critical role in improving the care.
Conclusion
From the above discussion, it has been understood that the major problem or key
issues are not measuring the experiences of the patients. The hospitals need to be
continuously evolving with multiple techniques or ways of treatment. Therefore, it becomes
crucial for the hospital to measures the experience from multiple patients to analyse the
effectiveness of the techniques or treatments. The usage of measuring the patient experience
is in a wide range and can act as a toolkit for multiple purposes. For developing any
functionality or services of the hospital may use this toolkit for future reference. Therefore,
measuring patient experience brings qualitative values towards every key stakeholder of the
hospital.

7MEASURING PATIENT EXPERIENCE
References
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