Abstract
The current study aimed to examine patient experience scores and differences in the scores based on the region and nurse staffing level of hospitals as well as to verify the effect of nurse-related patient experience scores on the overall rating of hospitals. Secondary data from the second Korean Patient Experience Survey—conducted using the cross-sectional design method—were analyzed, and 146 hospitals were included. Patient experience scores included six dimensions, and hospitals were categorized as: tertiary or general hospitals based on their type; capital and non-capital region hospitals based on regions; and beds-nurse or patients-nurse ratios were used based on nurse staffing levels. Pearson’s correlation, simple regression, and multiple regression analysis methods were used. Among the six patient experience dimensions, the nurse-related patient experience score of 86.0 was the highest, whereas patient rights score of 78.4 was lowest. Moreover, the patient experience score for general hospitals with low nurse staffing grade was low, and the nurse experience score affected the overall hospital rating in general hospitals (p = 0.040). Policies to improve nurse staffing level are required to provide high-quality nursing care focused on communication with patients, which can enhance patient experience and satisfaction.
Highlights
A patient is regarded as a consumer who selects and consumes healthcare services rather than a recipient of the same [1]
The highest score among the six dimensions of patient experience was for nurse-related factors, with a mean of 86.0, whereas the lowest was for patient rights, with a mean of 78.4
Nurse staffing grade 1 was used as a reference group to verify the differences in patient experience scores according to nurse staffing grades, and compare the patient experience scores of healthcare facilities with lower nurse staffing grades as compared to those with the highest nurse staffing grades
Summary
A patient is regarded as a consumer who selects and consumes healthcare services rather than a recipient of the same [1]. Policy makers and hospital administrators consider patient experience as an important factor to assess the quality of the healthcare system [2]. Patient experience is defined as the sum of all interactions shaped by an organization’s culture that influence patient perceptions across the continuum of care [3]. Patient experience has been associated with patient outcomes [5,6]. In South Korea, based on the recommendation of the OECD (Organization for Economic Cooperation and Development) to improve patient-centered care [9], the Health Insurance Review and Assessment Service (HIRA) conducted surveys to measure inpatient experience, with the second survey being conducted in 2019 [10]. The dimensions and question items were not changed from the first survey, but there were only a few corrections of vocabulary and scale
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