loading page

Organizational and service management interventions for improving the patient experience with care: systematic review of the effectiveness.
  • +5
  • Tiago Silva Jesus,
  • Dongwook Lee,
  • Manrui Zhang,
  • Brocha Z. Stern,
  • Jan Struhar,
  • Allen W. Heinemann,
  • Neil Jordan,
  • Anne Deutsch
Tiago Silva Jesus
The Ohio State University School of Health and Rehabilitation Sciences

Corresponding Author:[email protected]

Author Profile
Dongwook Lee
Korehab Clinic
Author Profile
Manrui Zhang
Northwestern University Institute for Public Health and Medicine
Author Profile
Brocha Z. Stern
Icahn School of Medicine at Mount Sinai Department of Population Health Science and Policy
Author Profile
Jan Struhar
Shirley Ryan AbilityLab
Author Profile
Allen W. Heinemann
Shirley Ryan AbilityLab Center of Rehabilitation Outcomes Research
Author Profile
Neil Jordan
Northwestern University Institute for Public Health and Medicine
Author Profile
Anne Deutsch
Shirley Ryan AbilityLab Center of Rehabilitation Outcomes Research
Author Profile

Abstract

Background: Healthcare managers and administrators increasingly need to develop systems, structures, and operations capable of improving the patient experience performance of their organizations or service delivery units. Aim: To systematically review the effectiveness of organizational and service management interventions on standardized patient experience measure scores. Methods: Six scientific databases, specialty journals, and snowballing were used to identify English-language, peer-reviewed, contemporary studies (2015-2023) that examined the impact of service management or organizational interventions on the patient experience as a primary outcome. The studies needed to include inferential statistics on standardized, patient-reported experience measures. Two independent reviewers performed the eligibility decisions and risk-of-bias appraisals. Results: Nine papers were finally included. Three papers were on discrete, service-level interventions, including two randomized controlled trials (RCTs) and one pre-post study; one RCT achieved significant improvements by delaying the timing of bedside rounding versus maintaining the early morning schedule. One non-randomized controlled study and two pre-post studies addressed organization-wide approaches. Among those, one pre-post study achieved significant improvements by having site managers meet regularly with an organizational oversight committee to compare the units’ patient-experience performance and setting improvement expectations. Finally, three observational, multi-site comparative studies were included. These addressed self-reported improvement approaches, implementation of a nursing excellence certification program, and implementation of Patient Experience Offices. The latter was significantly associated with improved patient experience performance. Conclusion: Selected discrete service-level interventions and organizational approaches can lead to better patient experience outcomes, even though the evidence from the pre-post and observational studies should be interpreted with caution.
Submitted to International Journal of Health Planning and Management
19 Jul 2024Review(s) Completed, Editorial Evaluation Pending
19 Jul 2024Editorial Decision: Revise Minor
29 Jul 20241st Revision Received
08 Aug 2024Assigned to Editor
08 Aug 2024Submission Checks Completed
08 Aug 2024Review(s) Completed, Editorial Evaluation Pending
13 Aug 2024Reviewer(s) Assigned