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Int. J. Environ. Res. Public Health 2017, 14(11), 1319; doi:10.3390/ijerph14111319

New Instrument to Measure Hospital Patient Experiences in Flanders

1
KU Leuven Institute for Healthcare Policy, University of Leuven, Kapucijnenvoer 35, 3000 Leuven, Belgium
2
Flemish Patient Platform, Groenveldstraat 15, 3001 Heverlee, Belgium
3
Specialised Care Division, Flemish Agency for Care and Health, Flemish public administration, Koning Albert II Laan 35, 1030 Brussels, Belgium
*
Author to whom correspondence should be addressed.
Received: 5 September 2017 / Revised: 22 October 2017 / Accepted: 25 October 2017 / Published: 30 October 2017
(This article belongs to the Special Issue Healthcare Quality and Patient Satisfaction)
View Full-Text   |   Download PDF [317 KB, uploaded 30 October 2017]

Abstract

Implementing a standardized patient experience survey may initiate a process to apply pressure on hospitals to attend to improving patient experiences. In Flanders, Belgium, the Flemish Patient Survey was developed between 2011 and 2015. A preliminary version was developed from a scoping review and patient and expert focus groups, and included 27 items for eight hypothesized dimensions: ‘preparing for hospital stay’, ‘information and communication’, ‘coordination’, ‘respect’, ‘privacy’, ‘safe care’, pain management’, and ‘participation’. Exploratory factor analysis for 1076 patients in 17 hospitals found that the data did not fit the dimensions. Adaptations in item wording and response categories were based on the US Hospital Consumer Assessment of Healthcare Providers and Systems. The revised version showed excellent model fit in 22,143 patients in 37 hospitals. Multiple group analysis pointed to evidence of measurement invariance over time across mode of administration, type of nursing unit, and various patient characteristics. Fostering a collaborative approach thus proved successful in implementing a standardized patient experience survey. The most recent findings (2016) illustrate substandard performance and a need for patient-mix adjustment. The Flemish government developed a dedicated website to make findings publicly available and the federal government currently considers patient experiences in devising a pay-for-quality scheme. View Full-Text
Keywords: patient satisfaction; public reporting; pay-for-quality; hospitals; HCAHPS patient satisfaction; public reporting; pay-for-quality; hospitals; HCAHPS
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (CC BY 4.0).

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Bruyneel, L.; Tambuyzer, E.; Coeckelberghs, E.; De Wachter, D.; Sermeus, W.; De Ridder, D.; Ramaekers, D.; Weeghmans, I.; Vanhaecht, K. New Instrument to Measure Hospital Patient Experiences in Flanders. Int. J. Environ. Res. Public Health 2017, 14, 1319.

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