What Really Matters? A Multi-View Perspective of One Patient's Hospital Experience

Abstract

Objectives To identify what mattered to a patient and family member (health care recipients) during the patient’s hospital experience and to examine the health care provider’s awareness of what mattered to the recipients. Methods A qualitative descriptive investigation was undertaken using semi-structured interviews designed to compare multiple perceptions of one patient’s hospital experience. Interviews were undertaken with the patient (post-surgical procedure), family member, and health care providers whom the patient identified as impacting the hospital experience. Interviews were audio recorded and transcribed. A definition of hospital experience was sought from each participant. Additional phrases as presented by the patient and family member were coded and grouped into categories and then salient themes. Phrases as presented by the health care providers were coded, and then allocated to the previously identified themes. Results One patient, his wife and seven health care providers (doctors (2), registered nurses (4) and a patient care orderly (1)) were interviewed. Definitions of what constitutes ‘hospital experience’ differ between the participants. Recipients of care include pre and post hospital admission periods, whereas providers limit hospital experience to admission. Three salient themes emerged from recipient data suggesting; medication management, physical comfort and emotional security are what mattered. Awareness of the significance of these factors differed between the providers and was theme dependent. Conclusions Hospital experience as a term is poorly defined, and definitions differ between recipients and providers of care. Health care providers are not always aware of what matters to the patient and family during their hospital admission.