Abstract
Abstract: Patient experience (PE) has been associated with patients' perception of care services, organizational culture, and interactions experienced by patients. This article aims to characterize the process of measuring adult PE in general hospitals. Therefore, a scoping review (Scoping Review) in a sample of 51 empirical articles dealing with the assessment of PE was analyzed. The results show the predominance of quantitative PE measurement methods. HCAHPS is the most used instrument to evaluate PE. It was also possible to identify the attributes and dimensions (independent variables) considered in the PE measurement. In this case, the relational aspects between patients and health professionals have received great attention in the PE. Measures such as patient experience, satisfaction, quality, and loyalty have been used as PE outcomes (dependent variables). The article contributes to understanding the operationalization and measurement of PE by emphasizing the attributes and dimensions that have been considered in PE measurement, which can be useful for researchers and healthcare professionals interested in evaluating and identifying discrepancies in healthcare services.
Highlights
The concept of customer experience has become important in the management area, as creating positive customer experiences increases the chances of satisfaction and loyalty, in addition to increasing the competitive advantages to companies (Pine & Gilmore, 1998; McColl-Kennedy et al, 2015; Mosavi et al, 2018; Silva et al, 2021)
This article is based on a scoping review to investigate the measurement of patient experience (PE) in hospitals through a sample of 51 empirical articles on the subject
The results show the predominance of quantitative methods for measuring PE
Summary
The concept of customer experience has become important in the management area, as creating positive customer experiences increases the chances of satisfaction and loyalty, in addition to increasing the competitive advantages to companies (Pine & Gilmore, 1998; McColl-Kennedy et al, 2015; Mosavi et al, 2018; Silva et al, 2021). The customer experience is made by the perceptions that customers develop when they come into direct (e.g., personal service) or indirect (e.g., advertising) contact with different aspects of the company providing the product or service (Meyer & Schwager, 2007; Verhoef et al, 2009). The customer experience is a multidimensional and holistic construct, involving cognitive, affective, emotional, social, and physical customer responses concerning the company, brand, product, or service (Maklan, 2012; Verhoef et al, 2009). The customer experience involves activities at different stages, such as research, purchase, consumption, disposition, and other related activities (Verhoef et al, 2009). The concept of customer experience, called patient experience (PE), had a fast approval among researchers and healthcare professionals (Wolf & Jason, 2014; Rapport et al, 2019). PE reflects the quality of services from the patient's perspective and it has been a concern of health organizations (Wardhani et al, 2009; Macinati, 2008; Rapport et al, 2019; Rodrigues, 2019)
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