Patient-experience based organizational learning : criteria for a patient satisfaction measure as an effective indicator in home care settings

Liberatore, Florian; Schmelzer-Kriech, Sarah; Hollenstein, Eva; Schaffert, René; Dratva, Julia

Publication type:	Conference paper
Type of review:	Peer review (abstract)
Title:	Patient-experience based organizational learning : criteria for a patient satisfaction measure as an effective indicator in home care settings
Authors:	Liberatore, Florian Schmelzer-Kriech, Sarah Hollenstein, Eva Schaffert, René Dratva, Julia
Conference details:	International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018
Issue Date:	2018
Publisher / Ed. Institution:	International Research Society for Public Management
Language:	English
Subject (DDC):	610.73: Nursing
Abstract:	Organizational learning based on patient experiences can improve the process and quality of care. Especially the integration of patients’ views and experiences for quality improvement is becoming more important in the health care sector (Wensing & Elwyn, 2002). In the home care sector, in particular, the patient perspective is key. Because care-giving takes place at the patient’s home, the care process involves mainly one relationship – namely between the patient and the home care nurse. In the Swiss home care setting, the social context of this study, quality is mainly assessed through objective indicators such as the Resident Assessment Instrument (RAI)1 , thus neglecting the subjective perspective of patients (Burla, Schaffert, Mylaeus, & Rüesch, 2010), even though patient satisfaction is one of the most commonly used and accurate outcome indicator in healthcare (Doyle, Graves, & Gruber, 2017; Mahon, 1996). This is why patients’ views and experiences should be integrated more strongly in home care settings. Research suggests different approaches to collecting and learning from patients’ views. One such approach involves patient satisfaction surveys, which are, in fact, conducted by many health care organizations (Wensing & Elwyn, 2002). Patient satisfaction surveys provide important insights into patient satisfaction with the health care services received. They can deliver key information about the whole process and the potential for optimization. Moreover, this information can be integrated into training measures and educational concepts (Burla et al., 2010). Patient satisfaction can, therefore, said to be a valuable source of process optimization, enhanced care quality, and continuous development within the organization (Fancott, 2016).
URI:	https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf https://digitalcollection.zhaw.ch/handle/11475/13044
Fulltext version:	Published version
License (according to publishing contract):	Licence according to publishing contract
Departement:	School of Management and Law
Organisational Unit:	Winterthur Institute of Health Economics (WIG)
Appears in collections:	Publikationen School of Management and Law

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Liberatore, F., Schmelzer-Kriech, S., Hollenstein, E., Schaffert, R., & Dratva, J. (2018). Patient-experience based organizational learning : criteria for a patient satisfaction measure as an effective indicator in home care settings. International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018. https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf

Liberatore, F. et al. (2018) ‘Patient-experience based organizational learning : criteria for a patient satisfaction measure as an effective indicator in home care settings’, in International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018. International Research Society for Public Management. Available at: https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf.

F. Liberatore, S. Schmelzer-Kriech, E. Hollenstein, R. Schaffert, and J. Dratva, “Patient-experience based organizational learning : criteria for a patient satisfaction measure as an effective indicator in home care settings,” in International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018, 2018. [Online]. Available: https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf

LIBERATORE, Florian, Sarah SCHMELZER-KRIECH, Eva HOLLENSTEIN, René SCHAFFERT und Julia DRATVA, 2018. Patient-experience based organizational learning : criteria for a patient satisfaction measure as an effective indicator in home care settings. In: International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018 [online]. Conference paper. International Research Society for Public Management. 2018. Verfügbar unter: https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf

Liberatore, Florian, Sarah Schmelzer-Kriech, Eva Hollenstein, René Schaffert, and Julia Dratva. 2018. “Patient-Experience Based Organizational Learning : Criteria for a Patient Satisfaction Measure as an Effective Indicator in Home Care Settings.” Conference paper. In International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018. International Research Society for Public Management. https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf.

Liberatore, Florian, et al. “Patient-Experience Based Organizational Learning : Criteria for a Patient Satisfaction Measure as an Effective Indicator in Home Care Settings.” International Research Society for Public Management (IRSPM), Edinburgh, Scotland, 11-13 April 2018, International Research Society for Public Management, 2018, https://irspm2018.exordo.com/files/papers/314/final_draft/IRSPM_Paper_FINAL.pdf.