Patient experience (PX) is now recognized as the third pillar of healthcare quality, with evidences linking PX dimensions to improved clinical outcomes. As health systems shift toward value-based care, understanding which aspects of care citizens value most is essential for aligning services with their expectations and improving health outcomes.
Methodology
This study explores how citizens (n = 78; 29 men, 49 women) prioritize PX dimensions, through a simulation conducted during an open day at a University Hospital. Participants at the PX team’s outreach stand received information on seven PX dimensions—Information, Therapeutic education, Physical environment, Participation in service governance, Shared decision-making, Professional accessibility, and Respectful treatment—identified through literature and over 70 focus groups. Each was asked to allocate a simulated 500€ budget across these dimensions using play money. Color-coded envelopes were distributed based on gender identity.
Results
Participants prioritized Professional accessibility (22%), followed by Therapeutic education (17%) and Respectful treatment (17%). Shared decision-making (12%), Information (11%), Participation (11%), and Physical environment (10%) followed. Gender differences were observed: while both men and women placed highest value on Professional accessibility (21%), men favoured Therapeutic education (19% vs 16%), while women prioritized Respectful treatment (18% vs 14%).
Conclusions
These findings highlight the potential of participatory approaches to reveal citizens’ true priorities, informing more targeted, equitable, and people-centred strategies. By aligning PX improvements with dimensions citizens value most, particularly accessibility, education, and respectful care, healthcare systems can enhance both responsiveness and overall quality.
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