Top

BMC Health Services Research

Published in:

Open Access 01-12-2023 | Research article

Using patient comments from a standardised experience survey to investigate their perceptions and prioritise improvement actions: a thematic and syntactic analysis

Authors: Marion Crubezy, Céline Douay, Philippe Michel, Julie Haesebaert

Published in: BMC Health Services Research | Issue 1/2023

Abstract

Background

Although patient experience surveys flourish in many countries with the aim to improve quality of care, questions remain concerning their ability to become effective drivers of change within institutions. The patient comments from the French national patient experience hospital survey were analysed using an innovative structured approach to characterise patient experience and identify field actions for the institutions.

Methods

The comments were taken from the two open-ended questions comprised in the patient experience survey of the Hospices Civils de Lyon between 2018 and 2019. The comments analysis methodology consisted in three steps: thematic analysis; syntactic analysis; generation of statistics for the creation of a patient journey and prioritisation of sub-themes. The STROBE statement checklist was followed.

Results

Over a year, 79.7% of the 7 362 respondents left at least one comment at the end of the survey and were included in the study, for a total of 5 868 surveys and 10 061 comments. These led to the identification of 28 general themes and 184 specific sub-themes. From the patient journey created, 23 sub-themes were prioritised and gathered into four key categories: relationship between patient and staff; environment; surgery and pain management; information and care coordination. For each of them, the actions and expectations formulated by the respondents were described.

Conclusions

The analysis of patient comments obtained from a standardised survey allowed to characterise the patient journey using data that describes patient experience, enabling a prioritisation of actions aiming to improve practice and quality of care at the institution, department, and staff level.

Available only for authorised users

Anhang Price R, Elliott MN, Zaslavsky AM, et al. Examining the role of patient experience surveys in measuring health care quality. Med Care Res Rev. 2014;71:522–54. https://doi.org/10.1177/1077558714541480.CrossRefPubMedPubMedCentral

Wolf JA, Niederhauser V, Marshburn D, et al. Reexamining “Defining Patient Experience”: The human experience in healthcare. Patient Exp J. 2021;8(1):16–29. https://doi.org/10.35680/2372-0247.1594.CrossRef

Anhang Price R, Elliot MN, Cleary PD, et al. Should health care providers be accountable for patients’ care experiences? J Gen Intern Med. 2015;30:253–6. https://doi.org/10.1007/s11606-014-3111-7.CrossRefPubMed

Institut National de la Santé et de la Recherche Médicale (INSERM) pour la Haute Autorité de Santé (HAS). Mesure de l’expérience du patient : Analyse des initiatives internationales. https://www.has-sante.fr/jcms/c_1055814/fr/rapport-experience-patient-avril-2011. Accessed 7 Nov 2022.

The patients associations. Being a patient: First report of the Patients Association’s patient experience programme. https://www.patients-association.org.uk/blog/being-a-patient. Accessed 7 Nov 2022.

France Assos Santé. E-Satis : pensez à donner votre avis après une hospitalisation. https://www.france-assos-sante.org/2021/02/02/e-satis-donner-votre-avis-apres-hospitalisation/. Accessed 7 Nov 2022.

Boiko O, Campbell JL, Elmore N, et al. The role of patient experience surveys in quality assurance and improvement: a focus group study in English general practice. Health Expect. 2015;18(6):1982–94. https://doi.org/10.1111/hex.12298.CrossRefPubMed

Reeves R, Seccombe I. Do patient surveys work? The influence of a national survey programme on local quality-improvement initiatives. BMJ Qual Saf. 2008;17(6):437–41. https://doi.org/10.1136/qshc.2007.022749.CrossRef

Greaves F, Ramirez-Cano D, Millett C, et al. Harnessing the cloud of patient experience: using social media to detect poor quality healthcare. BMJ Qual Saf. 2013;22:251–5. https://doi.org/10.1136/bmjqs-2012-001527.CrossRefPubMed

10.

Schlesinger M, Grob R, Shaller D, et al. Taking patients’ narratives about clinicians from anecdote to science. N Engl J Med. 2015;373:675–9. https://doi.org/10.1056/nejmsb1502361.CrossRefPubMed

11.

Emmert M, Meszmer N, Sander U. Do health care providers use online patient ratings to improve the quality of care? Results from an online-based cross-sectional study. J Med Internet Res. 2016;18:e254. https://doi.org/10.2196/jmir.5889.CrossRefPubMedPubMedCentral

12.

Haute Autorité de Santé (HAS). IQSS - e-Satis : mesure de la satisfaction et de l’expérience des patients hospitalisés. https://www.has-sante.fr/jcms/c_2030354/fr/iqss-e-satis-mesure-de-la-satisfaction-et-de-l-experience-des-patients-hospitalises. Accessed 7 Nov 2022.

13.

Crubezy M, Haesebaert J, Geig A, Michel P. Valoriser e-Satis : nouvelle méthode d’analyse de l’Expérience Patient. RESP. 2023;71(3):101839. https://doi.org/10.1016/j.respe.2023.101839.CrossRef

14.

Abbe A, Grouin C, Zweigenbaum P, et al. Text mining applications in psychiatry: a systematic literature review. Int J Methods Psychiatr Res. 2016;25(2):86–100. https://doi.org/10.1002/mpr.1481.CrossRefPubMed

15.

Timbal-Duclaux L. Les 4 couleurs du texte. Commun Langages. 1989;80(1):5–26. https://doi.org/10.3406/colan.1989.1096.CrossRef

16.

Bardach N, Lyndon A, Asteria-Penaloza R, et al. From the closest observers of patient care: a thematic analysis of online narrative reviews of hospitals. BMJ Qual Saf. 2016;25:889–97. https://doi.org/10.1136/bmjqs-2015-004515.CrossRefPubMed

17.

Ranard BL, Werner RM, Antanavicius T, et al. Yelp reviews of hospital care can supple- ment and inform traditional surveys of the patient experience of care. Health Aff. 2016;35:697–705. https://doi.org/10.1377/hlthaff.2015.1030.CrossRef

18.

The Beryl Institute. Consumer perspectives on Patient Experience. https://www.theberylinstitute.org/store/download.aspx?id=7BA04B37-A525-4D4A-B847-C636D36BF2BB. Accessed 7 Nov 2022.

19.

Wagland R, Recio-Saucedo A, Simon M, Bracher M, Hunt K, Foster C, et al. Development and testing of a text-mining approach to analyse patients’ comments on their experiences of colorectal cancer care. BMJ Qual Saf. 2016;25(8):604–14. https://doi.org/10.1136/bmjqs-2015-004063.CrossRefPubMed

20.

Dagger TS, Sweeney JC, Johnson LW. A hierarchical model of health service quality: scale development and investigation of an integrated model. J Serv Res. 2007;10(2):123–42. https://doi.org/10.1177/1094670507309594.CrossRef

21.

Assmann K, Gloanec M, Prunet C, et al. Expérience des patients: valorisation et analyse nationale des commentaires des patients recueillis dans le cadre du dispositif national e-Satis. RESP. 2022;70:S33–4.

22.

Cefalu M, Elliott MN, Hays RD. Adjustment of patient experience surveys for how people respond. Med Care. 2021;59(3):202–5. https://doi.org/10.1097/mlr.0000000000001489.CrossRefPubMedPubMedCentral

23.

Hekkert KD, Cihangir S, Kleefstra SM, et al. Patient satisfaction revisited: a multilevel approach. Soc Sci Med. 2009;69(1):68–75. https://doi.org/10.1016/j.socscimed.2009.04.016.CrossRefPubMed

24.

Martino SC, Shaller D, Schlesinger M, et al. CAHPS and comments: how closed-ended survey questions and narrative accounts interact in the assessment of patient experience. J Patient Exp. 2017;4(1):37–45. https://doi.org/10.1177/2374373516685940.CrossRefPubMedPubMedCentral

Title: Using patient comments from a standardised experience survey to investigate their perceptions and prioritise improvement actions: a thematic and syntactic analysis
Authors: Marion Crubezy
Céline Douay
Philippe Michel
Julie Haesebaert
Publication date: 01-12-2023
Publisher: BioMed Central
Published in: BMC Health Services Research / Issue 1/2023
Electronic ISSN: 1472-6963
DOI: https://doi.org/10.1186/s12913-023-09953-z

2024 ASCO Annual Meeting

Springer Medicine

Using patient comments from a standardised experience survey to investigate their perceptions and prioritise improvement actions: a thematic and syntactic analysis

Abstract

Background

Methods

Results

Conclusions

2024 ASCO Annual Meeting

Springer Medicine

Abstract

Background

Methods

Results

Conclusions

Please log in to get access to this content

Other articles of this Issue 1/2023

Demand-oriented design of telemedical services in gynecologic oncology

Facilitators and barriers to the implementation of new critical care practices during COVID-19: a multicenter qualitative study using the Consolidated Framework for Implementation Research (CFIR)

Learning from the universal, proactive outreach of the Brazilian Community Health Worker model: impact of a Community Health and Wellbeing Worker initiative on vaccination, cancer screening and NHS health check uptake in a deprived community in the UK

Effect evaluation of a tele-neurologic intervention in primary care in a rural area in Germany—the NeTKoH study protocol of a stepped-wedge cluster randomized trial

The Hospitalist-Oncologist co-ManagemEnt (HOME) system improves hospitalization outcomes of patients with cancer

A novel wide scale well-baby clinic mobile application: an Egyptian pilot study