Abstract
How can we best demonstrate the value of patient experience? How can we translate survey results to reflect outcomes that truly matter to patients, to clinicians, and to leaders? How does communication impact clinical outcomes?
Despite growing interest in the realm of patient experience, clinicians and healthcare leaders continue to refute the validity and impact of patient experience. In response, we must strengthen to the case by providing high-quality research findings. As we continue to advance our mission at The Journal of Patient Experience, we value the contributions of our authors who are leading the way to support the body of evidence.
Research findings strongly support the link between communication, patient experiences of care, and quality metrics. Clinicians and executive level leaders respond most favorably when they understand the evidence that substantiates any claim. We must speak the language of our audience by translating the message into terms they value and recognize. For example, when presenting to any new audience, I reference validated academic outcomes to show that effective communication is linked to higher patient experience scores, increased empathy scores, reduced costs for diagnostic testing, lower readmission rates, improved retention of patients in outpatient settings, lower risk of litigation and malpractice claims, increased clinician satisfaction, and decreased clinician burnout. The importance of communication has been validated as a significant factor impacting patient health outcomes. For example, clinician-patient relationships are linked to better management of chronic diseases (e.g., hypertension, diabetes, and HIV), enhanced outcomes across cancer patients, improved pain control, improved post-surgical outcomes, reduced risk of coronary heart disease and decreased mortality from myocardial infarction, and reduced hospital readmissions. i Embedding citations and specific research examples into presentations, materials, and regular conversations will increase the credibility of our work in patient experience while deepening awareness and buy-in among colleagues and leaders.
While many may easily recognize the link between patient experience and communication, we must also build a case for the value of our work. As patient experience professionals we believe that improvement efforts, such as communication skills training, will transform healthcare experiences for patients, families, and clinicians.
The topical themes compiled in this issue range from: Barriers to Medication Adherence, Chronic Pain, Facility Choice, Decision Making, Orthopedic Physiotherapy, Patient Access, Nutrition Services, Nurse Perceptions, Emergency Department, and Patient-Reported Health Outcomes. While each of the article addresses a different topic, the shared purpose uniting each reflects an investment in building the value of the field of patient experience by reporting outcomes and challenging assumptions.
Obtaining knowledge regarding the case for patient experience and communication is necessary, yet insufficient. We must advance beyond obtaining knowledge and instead focus on strategically delivering the message so that we can substantially demonstrate the impact. As you review this issue, I implore you to translate this knowledge to your colleagues, leaders, and friends as we continuously strive to demonstrate the value of patient experience.
By Regina Holliday
This painting was created at Community Health Network, Indianapolis, Indiana during an event where we discussed the patient story and the power of narratives to improve patient care.
Regina Holliday is a Maryland-based patient advocate, artist, speaker, and author known for painting a series of murals depicting the need for clarity and transparency in medical records. This advocacy mission was inspired by her late husband Frederick Allen Holliday II and his struggle to get appropriate care. Her artwork became part of the national health-care debate. Regina regularly paints and speaks at medical conferences throughout the world.
She also started the “Walking Gallery” movement, where more than 450 volunteer members wear patient story paintings on the backs of their business suits when they attend health-care conferences. The jackets, which were painted by Holliday or one of 49 artists, depict the story of a patient or an element of medical advocacy. These jacket paintings combined with the tools of social media have spread the word about the importance of the patient’s voice in health-care discussions. She recently wrote a book “The Walking Wall: 73 Cents to the Walking Gallery.” For more info about the Walking Gallery or Regina’s work, please visit http://reginaholliday.blogspot.com/