Patient experience is one of key domains of value-based purchasing that can serve as a measure of quality and be used to improve the delivery of health services. The aims of this study are to explore patient perceptions of quality of health care and to understand how perceptions may differ by settings and condition. A systematic review of multiple databases was conducted for studies targeting patient perceptions of quality of care. Two reviewers screened and extracted data independently. Data synthesis was performed following a meta-narrative approach. A total of 36 studies were included that identified 10 quality dimensions perceived by patients: communication, access, shared decision making, provider knowledge and skills, physical environment, patient education, electronic medical record, pain control, discharge process, and preventive services. These dimensions can be used in planning and evaluating health care delivery. Future research should evaluate the effect of interventions targeting patient experience on patient outcomes.
ManaryMPBouldingWStaelinRGlickmanSW. The patient experience and health outcomes. N Engl J Med. 2013;368:201-203.
2.
WilliamsB. Patient satisfaction: a valid concept?Soc Sci Med. 1994;38:509-516.
3.
LevineRShoreKLubalinJGarfinkelSHurtadoMCarmanK. Comparing physician and patient perceptions of quality in ambulatory care. Int J Qual Health Care. 2012;24:348-356.
4.
CampbellSMGatelyCGaskL. Identifying the patient perspective of the quality of mental healthcare for common chronic problems: a qualitative study. Chronic Illn. 2007;3(1):46-65.
5.
GreenhalghTRobertGMacfarlaneFBatePKyriakidouOPeacockR. Storylines of research in diffusion of innovation: a meta-narrative approach to systematic review. Soc Sci Med. 2005;61:417-430.
AnckerJSEdwardsAMMillerMCKaushalR. Consumer perceptions of electronic health information exchange. Am J Prev Med. 2012;43:76-80.
8.
AndradeMGeorgeARoachEJ. Perceptions of health care consumers, deliverers and nurse educators on nursing practice. Nitte Univ J Health Sci. 2013;3(1):11-16.
9.
BeckerFSweeneyBParsonsK. Ambulatory facility design and patients’ perceptions of healthcare quality. HERD. 2008;1(4):35-54.
10.
BickellNANeumanJFeiKFrancoRJosephKA. Quality of breast cancer care: perception versus practice. J Clin Oncol. 2012;30:1791-1795.
11.
CarlsonJPHuppertzJWNeidermeyerPE. Price and consumer cost responsibility effects on quality perceptions and price negotiation likelihood for healthcare services. Health Mark Q. 2008;25:303-328.
12.
FrojdCSwenneCLRubertssonCGunningbergLWadenstenB. Patient information and participation still in need of improvement: evaluation of patients’ perceptions of quality of care. J Nurs Manag. 2011;19:226-236.
13.
FuAZWangN. Healthcare expenditures and patient satisfaction: cost and quality from the consumer’s perspective in the US. Curr Med Res Opin. 2008;24:1385-1394.
14.
GarsonAJrYongCMYockCAMcClellanMB. International differences in patient and physician perceptions of “high quality” healthcare: a model from pediatric cardiology. Am J Cardiol. 2006;97:1073-1075.
15.
GuptaADaigleSMojicaJHurleyRW. Patient perception of pain care in hospitals in the United States. J Pain Res. 2009;2:157-164.
16.
HiggsZRBayneTMurphyD. Health care access: a consumer perspective. Public Health Nurs. 2001;18(1):3-12.
17.
HowardPBEl-MallakhPRayensMKClarkJJ. Consumer perspectives on quality of inpatient mental health services. Arch Psychiatr Nurs. 2003;17:205-217.
18.
JangYKimGChiribogaDA. Health, healthcare utilization, and satisfaction with service: barriers and facilitators for older Korean Americans. J Am Geriatr Soc. 2005;53:1613-1617.
19.
LeonM. Perceptions of health care quality in Central America. Int J Qual Health Care. 2003;15(1):67-71.
20.
MorrisonEHGeorgeVMosquedaL. Primary care for adults with physical disabilities: perceptions from consumer and provider focus groups. Fam Med. 2008;40:645-651.
21.
QinH. Links among perceived service quality, patient satisfaction and behavioral intentions in the urgent care industry: empirical evidence from college students. http://digital.library.unt.edu/ark:/67531/metadc11014/. Published 2009. Accessed August 2, 2013.
22.
Rincon-GomezMBernabeu-WittelMBohorquez-ColomboP. Perceived quality of healthcare in a multicenter, community-based population of polypathological patients. Arch Gerontol Geriatr. 2011;52:142-146.
23.
Riportella-MullerR. Consumer perspectives on Medicaid managed care: a comparison between rural and urban enrollees in one selected health plan. J Rural Health. 2001;17:197-209.
24.
SofaerSCroftonCGoldsteinEHoyECrabbJ. What do consumers want to know about the quality of care in hospitals?Health Serv Res. 2005;40(6 pt II):2018-2036.
25.
TahirMNawazSButtMZAminFMahmoodKT. In-patient perceptions, needs, expectations and satisfaction within tertiary care settings. J Pharm Sci Res. 2012;4:2025-2031.
26.
WaibelSHenaoDAllerMBVargasIVazquezML. What do we know about patients’ perceptions of continuity of care? A meta-synthesis of qualitative studies. Int J Qual Health Care. 2012;24(1):39-48.
27.
Burnett-ZeiglerIZivinKIlgenMAIslamKBohnertAS. Perceptions of quality of health care among veterans with psychiatric disorders. Psychiatr Serv. 2011;62:1054-1059.
28.
ClarkPADrainMGesellSBMylodDMKaldenbergDOHamiltonJ. Patient perceptions of quality in discharge instruction. Patient Educ Couns. 2005;59:56-68.
29.
GonzalezHMVegaWATarrafW. Health care quality perceptions among foreign-born Latinos and the importance of speaking the same language. J Am Board Fam Med. 2010;23:745-752.
30.
LinDJSheuICPaiJY. Measuring patient’s expectation and the perception of quality in LASIK services. Health Qual Life Outcomes. 2009;7:63.
31.
LisCRodeghierMGuptaD. The relationship between perceived service quality and patient willingness to recommend at a national oncology hospital network. BMC Health Serv Res. 2011;11:46.
32.
PeyrotMRubinRRLauritzenT. Patient and provider perceptions of care for diabetes: results of the cross-national DAWN Study. Diabetologia. 2006;49:279-288.
33.
SaminaMGjQTabishSSamiyaMRiyazR. Patient’s perception of nursing care at a large teaching hospital in India. Int J Health Sci (Qassim). 2008;2:92-100.
34.
StudnekJRFernandezARVandeventerSDavisSGarveyL. The association between patients’ perception of their overall quality of care and their perception of pain management in the prehospital setting. Prehosp Emerg Care. 2013;17:386-391.
35.
ThorntonRLPoweNRRoterDCooperLA. Patient-physician social concordance, medical visit communication and patients’ perceptions of health care quality. Patient Educ Couns. 2011;85:e201-e208.
BakanIBuyukbeseTErsahanB. The impact of total quality service (TQS) on healthcare and patient satisfaction: an empirical study of Turkish private and public hospitals [published online March 12, 2013]. Int J Health Plann Manage. doi:10.1002/hpm.2169.
38.
JuwaheerTDKasseanH. Exploring quality perceptions of health care operations: a study of public hospitals of Mauritius. J Hosp Mark Public Relations. 2006;16:89-111.
39.
StichlerJFWeissME. Through the eye of the beholder: multiple perspectives on quality in women’s health care. Qual Manag Health Care. 2000;8(4):1-13.
40.
MuntlinAGunningbergLCarlssonM. Patients’ perceptions of quality of care at an emergency department and identification of areas for quality improvement. J Clin Nurs. 2006;15:1045-1056.
GriffinSJKinmonthALVeltmanMWGillardSGrantJStewartM. Effect on health-related outcomes of interventions to alter the interaction between patients and practitioners: a systematic review of trials. Ann Fam Med. 2004;2:595-608.
43.
WareJEJrWrightWRSnyderMKChuGC. Consumer perceptions of health care services: implications for academic medicine. J Med Educ. 1975;50:839-848.
44.
BouldingWGlickmanSWManaryMPSchulmanKAStaelinR. Relationship between patient satisfaction with inpatient care and hospital readmission within 30 days. Am J Manag Care. 2011;17(1):41-48.
45.
JhaAKOravEJZhengJEpsteinAM. Patients’ perception of hospital care in the United States. N Engl J Med. 2008;359:1921-1931.
Supplementary Material
Please find the following supplemental material available below.
For Open Access articles published under a Creative Commons License, all supplemental material carries the same license as the article it is associated with.
For non-Open Access articles published, all supplemental material carries a non-exclusive license, and permission requests for re-use of supplemental material or any part of supplemental material shall be sent directly to the copyright owner as specified in the copyright notice associated with the article.
