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Patient Experience

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Report
How Available and Accessible Are Mental Health Services in NYC?
Across the United States and in New York City in particular, the use of mental health services is low and care is not equitably distributed. Non-Hispanic white individuals are more likely to seek care than non-Hispanic Black or Hispanic individuals. Provider shortages and a lack of integration across service settings are two barriers, and COVID-19 exacerbated these challenges.
Jun 22, 2022
Report
Reimagining Policy Decisionmaking in Long-Term Care
Policies to mitigate the spread of COVID-19 in long-term care facilities were often mandated without input from residents and their family members, administrators, or staff. What can be done to make policy decisionmaking in these settings more inclusive?
Oct 20, 2022

Explore Patient Experience

Journal Article
Are the Experiences of Those New to Medicare Good from the Start?
The results of this study provide some assurance that Medicare's onboarding process is effective, and that the care experiences of new enrollees with health care services are broadly similar to those with longer experience in the Medicare program.
Mar 29, 2023
Journal Article
Follow-Up Shadow Coaching Improves Primary Care Provider-Patient Interactions and Maintains Improvements When Conducted Regularly: A Spline Model Analysis
Re-coaching improved patient experience more than initial coaching, suggesting the reactivation of knowledge from initial coaching. However, re-coaching gains also eroded. Coaching should occur every 6–12 months to maintain behaviors and scores.
Mar 9, 2023
News Release
Care Experiences Are Worse in For-Profit Hospices Than in Not-for-Profit Hospices
Family caregivers of patients treated by more than 3,100 U.S. hospices reported worse care experiences on average from for-profit hospices across all of the domains assessed, including help for pain and getting timely care.
Feb 27, 2023
Journal Article
The Hospital Care Experiences of Older Patients Compared to Younger Patients
Patients ages 75+ reported less-positive experiences than patients ages 55-74, especially for measures of communication. These differences may be specific to inpatient care.
Dec 23, 2022
Journal Article
Reasons Primary Care Practices Chose Patient Experience Surveys During Patient-Centered Medical Home Transformation
In 2008–2017, 15–18% of U.S. primary care practices sought or maintained patient-centered medical home recognition. We interviewed a sample of 105 of these practices to determine why patient experience surveys were chosen.
Dec 7, 2022
Journal Article
Shadow Coaching Improves Patient Experience With Care, But Gains Erode Later
We examined whether shadow coaching improves patient experience across 44 primary care practices in a large urban Federally Qualified Health Center.
Dec 7, 2022
Journal Article
Summary of the 2020 AHRQ Research Meeting on 'Advancing Methods of Implementing and Evaluating Patient Experience Improvement Using Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Surveys'
The Agency for Healthcare Research and Quality held a research meeting on using Consumer Assessment of Healthcare Providers and Systems (CAHPS®) data for quality improvement (QI) and evaluating such efforts. This article summarizes the meeting.
Dec 7, 2022
Journal Article
Associations of Pediatric Nurse Burnout with Involvement in Quality Improvement
We examined the associations of inpatient pediatric nurse burnout with their perspectives on the importance of quality at the hospital, patient experience measurement, quality improvement, unit culture, and staffing.
Dec 2, 2022
Journal Article
Patient Experience for Hispanic Older Adults Varies by Language Preference
Regardless of language preference, Hispanic people with Medicare experience disparities in patient care relative to non-Hispanic White English-preferring counterparts.
Nov 15, 2022
Research Brief
Infection Control in Long-Term Care: Decisionmaking Lessons from the COVID-19 Pandemic
The COVID-19 pandemic highlighted a need to transform the decisionmaking culture in long-term care to make it more inclusive of residents, staff, and others who are affected by infection-control policies in these facilities.
Nov 9, 2022
Journal Article
A Systematic Review of Strategies to Enhance Response Rates and Representativeness of Patient Experience Surveys
The objective of this paper is to review evidence on survey administration strategies to improve response rates and representativeness of patient surveys.
Nov 3, 2022
Journal Article
Practices and Changes Associated With Patient-Centered Medical Home Transformation
Evidence shows that leaders who implement the patient-centered medical home care model encounter challenges in driving change. Understanding which changes and quality improvement practices further implementation is essential.
Oct 27, 2022
Journal Article
Using CAHPS Patient Experience Data for Patient-Centered Medical Home Transformation
We interviewed 105 practice leaders from 294 sampled practices and used content analysis to identify themes about uses of patient experience data for practice improvement during PCMH transformation.
Oct 27, 2022
Journal Article
Association of Medicare Advantage Premiums With Measures of Quality and Patient Experience
This population-based cross-sectional study found that although quality of care and patient experience were slightly higher with higher-premium plans, quality varied widely within each premium category.
Oct 27, 2022
Journal Article
Usefulness of Child HCAHPS Survey Data for Improving Inpatient Pediatric Care Experiences
We surveyed children's hospital leaders and staff about their use of Child HCAHPS for QI, including measures from other studies. We compared scale and item means for leaders and staff and compared means to other studies.
Oct 27, 2022
Journal Article
What Parents Have to Say: Content and Actionability of Narrative Comments from Child HCAHPS Survey
The purpose of this paper is to examine the content and actionability of written comments from parents and guardians on the Child Hospital Consumer Assessment of Healthcare Providers and Systems (Child HCAHPS) survey.
Oct 27, 2022
Journal Article
Incorporating the Patient and Caregiver Voice in Palliative Care Quality Measure Development
As part of a national effort to develop palliative care quality metrics for use in accountability programs, we sought to develop survey items assessing patients' experiences of outpatient palliative care, incorporating the patient's voice.
Oct 24, 2022
Commentary
Tele-Palliative Care Among Underserved Patients: Considerations for Future Research to Ensure Equity for All Patients
Underserved patients have been historically marginalized in health care and may experience extensive barriers to palliative care. Telehealth may be a particularly promising mode of palliative care by engaging patients across long distances and facilitating access to existing palliative care resources.
Aug 31, 2022

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RAND Topic:
Patient Experience

Topic Synonyms:
Patient Satisfaction

Research conducted by

RAND Health Care

Researcher Spotlight

Denise D. Quigley

Senior Policy Researcher

Denise D. Quigley is a senior health policy researcher at the RAND Corporation, professor at Pardee RAND Graduate School, and quality improvement (QI) team lead for the Consumer Assessment of Healthcare Providers and Systems (CAHPS) project. Her research focuses on factors influencing health…
Feifei Ye

Senior Behavioral and Social Scientist

Feifei Ye (she/her) is a senior behavioral and social scientist at the RAND Corporation. She is a quantitative methodologist and psychometrician with extensive experience in statistical modeling, survey instrument development, and psychometric analysis. She is experienced in analysis of…

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