NUR1201: Patient Experience and Partnering in Care Report Analysis

This report delves into the critical aspects of patient experience, particularly focusing on falls among the elderly and the quality of care provided in healthcare settings. The analysis centers around a case study involving an elderly patient, Mr. Taylor, who experienced a fall and subsequent interactions with the healthcare system. The report examines the patient's perspective, feelings, and thoughts regarding the care received, emphasizing the significance of effective communication, swiftness in care provision, and the attitudes of healthcare providers. It highlights the impact of inadequate staffing, the importance of professional values such as empathy and compassion, and the role of nurses in ensuring patient safety and satisfaction. The report also includes an action plan proposing organizational changes, increased staffing, and improved communication strategies to enhance patient care and outcomes. The report references several scholarly articles to support its claims.

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
Falls are a significant health issue among the elderly. Notably, falls are ranked among the
top causes of death and disability among the elderly. It is estimated that more than 33 per cent of
individuals aged 65 years and above fall every year, out of which the majority of such cases
occur recurrently. Additionally, falls are also associated with many of the injuries experienced by
people aged above 65 in many countries. The maintenance of health and safety of the elderly
members of the community is a collective responsibility between healthcare providers and family
members. Of importance is also the experience of patients in the course of the provision of care.
Nurses are particularly obligated to keep the knowledge of their patients as fulfilling as possible.
They can do this by upholding essential values such as integrity, compassion and humility.
Additionally, this can be achieved through acts of caring focus on excellence and diversity. The
focus of this paper will be on fall among the elderly and patient experience.
Description
Healthcare providers may use multiple interventions to improve the experience of their
patients. To start with, the ability of a registered nurse to uphold appropriate attitudes is an
essential requirement in the nursing profession. Having the right attitude makes it possible for
nurses to analyze the concerns of their patients objectively. Additionally, swiftness in the
provision of care is also essential in improving a patient's experience. The Australian
Commission on safety and quality in healthcare identifies the satisfaction of patient’s emotional,
mental and physical needs of patients as one of the strategies that can be used to improve patient
experiences (Australian Commission on Safety and Quality in Health Care, 2011). Tailor's
expertise in public hospitals was characterized by a long wait and unclear communication. In this
regard, the care received by the patient was not characterized by harm from falls responsibility

PATIENT EXPERIENCE AND PARTNERING IN CARE 3
and falls prevention. For example, while doing his daily routines, no one is there to watch over
him as he walks to and from the market. Additionally, his family members have not been trained
to prevent and manage falls. However, the fact that the doctor sent Mt Taylor can be linked to the
prevention of future falls.
Based on this case, the themes of communication and efficiency in care provision are
significant to the situation. The 11-hour wait at a public hospital is the main reason for the
patient's rejection of public hospitals. The lack of effective communication also makes it worse.
Therefore, in the presence of these two, Taylor's care would have been optimized.
Feelings and thoughts
I strongly feel that Mr Taylor was not adequately equipped with fall prevention skills and
skills to manage falls. I also have a negative feeling towards the kind of treatment the patient was
subjected to in his pursuit of care at a public hospital. For a patient in his condition at that time,
his case ought to have been dealt with urgently. His vulnerable age also worsens the experience.
The lack of reliable information on why he was not being attended to is also something I feel
sorry about. My feeling is informed by my compassionate nature. I believe that healthcare
providers should be compassionate towards patients in agony and more so if such patients are
elderly. However based on the number of critically ill patients who were brought to the public
hospital at that time, feel that the care providers may have had no alternative for Mr Taylor. It's
common to have situations in public hospitals where the demand for care exceeds the supply of
care services. A compassionate care provider would have attended to critically ill patients in first
and Mr Taylor later (Gittell, 2009).
Value and beliefs

PATIENT EXPERIENCE AND PARTNERING IN CARE 4
Professionalism, empathy, commitment, critical thinking, immediate action and caring
are some of my beliefs and values that have informed my feelings towards what happened in the
case. Effective decision making is an essential aspect of the nursing profession. The
prioritization of the needs of critically ill patients in the public hospital attended by Taylor
demonstrates the application of critical thinking. It is also essential for healthcare providers to
observe professionalism in their practice, as shown by various interventions in Taylor's case.
These values are critical because of their positive effect on patients experience and the quality of
care.
Additionally, the values are essential to the patient, patient's family, and the nurse. For a nurse,
they lead to a feeling of achievement and fulfilment. Similarly, they lead to patient's satisfaction
and protect patient's family from psychological turmoil associated with the sickness of a loved
one (Bodenheimer &Sinsky, 2014).
Analysis
The adequacy of care received by a patient has determined factors such as patient's satisfaction
and recovery duration. All members of a healthcare team have a responsibility of maintaining the
quality and safety of care. However, among all healthcare providers, nurses play a very
significant role with regards to safety and quality of care. Inadequate staffing of nurses is,
however, a significant concern in health care organizations. It does not only affect the ability of
nurses to deliver but also negatively affects the quality of healthcare. Adequate staffing of nurses
is, therefore, a requirement in high-quality care. Despite the few challenges encountered by Mr
Taylor, the care he received may be termed as adequate. He says that he was quite satisfied with
the diagnosis received after the fall. Additionally, he was also happy with the care provided by

PATIENT EXPERIENCE AND PARTNERING IN CARE 5
the physio he was referred to. The physio did not only offer the required care but also educated
him on the use of aid devices, resistance exercises, and how to use his arm.
In this regard, it is essential to note that the negative experience encountered during his
visit to the public hospital the administered diagnosis was satisfactory. Despite being forced to
wait for an extended period, he was supplied continuously with pain-relieving drugs to ease his
pain, generally speaking. Therefore, the care he received was not badly off. Perhaps the delays
witnessed were not avoidable due to the inadequacy of staff to care for a large number of
emergency cases. Adequate staffing is one of the crucial requirements of ineffective care
provision (Grossman, 2013).
The quality of care is affected by factors such as managerial support, prioritization of
patients care needs, swiftness in the provision of care and professionalism (Kitapci, Akdogan
&Dortyol, 2014). Some of these, such as professionalism, were lacking in Taylor's care. For
example, the communication at the public hospital failed to meet professional standards.
However, empathy and professionalism are visible in the actions of the male doctor who referred
him to a physiotherapist (Nelson, Batalden, Godfrey & Lazar, 2013).
In conclusion, the care received by a patient may have a positive or negative impact on
their health as well as attitudes towards healthcare systems. The contrary view displayed by Mr
Taylor towards public healthcare institutions shows the effect of negative experiences on
patients. In his case, he does not trust public hospitals at all because he went through during his
last visit. The application of positive values such as compassion, professionalism and appropriate
communication may lead to positive patient experiences Kieft, de Brouwer, Francke &Delnoij,
2014). On the other hand, a positive experience in the course of care may have a significant

PATIENT EXPERIENCE AND PARTNERING IN CARE 6
impact on patient's satisfaction level. As witnessed, Mr Taylor is mainly satisfied with the care
received away from public hospitals.
Additionally, patient satisfaction is also affected mainly by communication .the provision
of timely and accurate communication is a significant step in enhancing the pleasure of a patient.
This has been one of the main reasons why Mr. Taylor highly trusts his GP because he
communicates all information regarding Taylor’s care (Kennedy, Denise, Fasolino, John, Gullen
& David, 2014).
Action plan:
Quality Patient care is a significant area of focus in the nursing profession. The quality of
patient care benefits the patient, healthcare provider, as well as the family of the patient. On the
negative side, poor quality of care may affect the health and wellbeing of patients as well as the
reputation of healthcare providers and healthcare institutions. My priority in countering this
would be a change and modification of organizational systems. Through these modifications,
processes would be improved, leading to increased organizational efficiency (Tucker, Marsiske,
Rice, Nielson & Herman, 2011). Secondly, I would focus on increasing the number of staff
available within the hospital to meet the exceeding patient demands (Donetto, Pierri, Tsianakas
& Robert, 2015). Finally, Communication would be my last area of focus.As witnessed in the
case study, one of the causes of Taylor's negative experience was inappropriate communication.
As part of this plan, I would advocate mandatory training sessions for all healthcare providers to
equip them with the necessary communication skills.

PATIENT EXPERIENCE AND PARTNERING IN CARE 7
References
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values on patient care provisions and decisions. Journal of Nursing Education and
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Australian Commission on Safety and Quality in Health Care. (2011). Patient-centred care:
Improving quality and safety through partnerships with patients and consumers. Darlinghurst,
N.S.W: Australian Commission on Safety and Quality in Health Care.Camberwell: ACER press
Bodenheimer, T., &Sinsky, C. (2014). From triple to quadruple aim: care of the patient requires
consideration of the provider. The Annals of Family Medicine, 12(6), 573-576.
Donetto, S., Pierri, P., Tsianakas, V., & Robert, G. (2015). Experience-based co-design and
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(2014).Improving the patient experience through the provider communication skills
building. Patient Experience Journal, 1(1), 56-60

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Kieft, R. A., de Brouwer, B. B., Francke, A. L., &Delnoij, D. M. (2014). How nurses and their work
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