The three pillars of patient experience: identifying key drivers of patient experience to improve quality in healthcare

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Abstract Introduction Despite significant investments in collecting data on patient experience, it remains unclear whether the quality of healthcare has improved as a result. This study aimed to uncover the key factors shaping patient experience and evaluate the usefulness of free-text patient comments for guiding quality improvements in hospitals. Methods This study involved a secondary analysis of cross-sectional survey data by conducting a thematic analysis of patient feedback (using Net Promoter Score data) from a public hospital in Sydney, Australia. Results Analysis was conducted on 450 patient comments, collected over a 6-month period. The results identified three primary drivers of patient experience: (1) the provision of safe, timely, and effective treatment; (2) fostering human connections with caring and attentive staff, and (3) the provision of a comfortable and healing environment. Whilst the majority of comments were positive, these were often vague and non-specific. Negative comments, on the other hand, were found to be more specific and detailed, and therefore may be more useful for guiding quality improvement activities. Conclusion The research findings suggest that a range of factors influence patient experience, which can be grouped into the three interconnected themes. Based on these findings, a conceptual framework titled “The Three Pillars of Patient Experience” was developed to guide improvements in patient experience. The results of this study provide valuable insights into the factors that drive patient experience and demonstrate the usefulness of free-text patient comments for guiding healthcare quality improvements.