Proposed Patient-Inclusive Methodology for Developing and Validating Patient Experience Surveys

Mitchell Izower; Yuri Quintana

doi:10.3233/SHTI220107

Proposed Patient-Inclusive Methodology for Developing and Validating Patient Experience Surveys

Stud Health Technol Inform. 2022 Jun 6:290:410-413. doi: 10.3233/SHTI220107.

Authors

Mitchell Izower^{1

2

3}, Yuri Quintana^{2

3}

Affiliations

¹ Department of Medicine, Beth Israel Deaconess Medical Center, Boston, MA, USA.
² Division of Clinical Informatics, Beth Israel Deaconess Medical Center, Brookline, MA, USA.
³ Harvard Medical School, Boston, MA, USA.

PMID: 35673046
DOI: 10.3233/SHTI220107

Abstract

Patient experience while using telehealth services impacts patient care, and health system incentives and reimbursement. Therefore, the patient experience should be continuously improved, which requires evaluation. Surveying patients is integral to this process. Ideally, patient experience surveys used to evaluate telehealth services should cover patient experience sub-themes, be validated, and minimize bias. This paper evaluates how current validated patient experience surveys cover patient experience sub-themes, and how many are telehealth-specific. We collected 11 validated patient experience surveys. We then extracted five themes and 114 sub-themes of the patient experience. We evaluated survey questions against patient experience sub-themes. We found that current validated patient experience surveys cover, at most, 20.2% of patient experience sub-themes, with the most common sub-themes being "Psychosocial Needs" (81.8%) and "Information: Treatment" (72.7%). We cross-referenced validated patient experience surveys against validated telehealth-specific surveys. Only one validated patient experience survey (PEQ) was also telehealth-specific.

Keywords: Patient Satisfaction; Telehealth.

MeSH terms

Humans
Patient Outcome Assessment
Patient Satisfaction
Surveys and Questionnaires
Telemedicine* / methods