Zuber’s Ten Principles of Patient- Centric Patient Experience and a Framework

Introduction:

A patient-centric patient experience is a key to high-quality healthcare service industry since; it has been observed that the patients with good experience add trust, cohesiveness with treating the healthcare team and a better continuity of care, which leads to a better outcome and excels patient experience.

 

Patient-centric care is defined as “Putting the patient first in an open and sustained engagement of the patient to respectfully and compassionately achieve the best experience and outcome for that person and their family.”

 

The healthcare service industry is moving toward a patient-centric patient experience, in which the patient is at the center and the healthcare service providers provide personalized care in all aspects, which include but are not limited to:

 

a)    Care of patient and their families

b)    Respect patients’ needs, preferences, values and beliefs,

c)    Coordination of administrative (frontline, billing etc.), clinical, ancillary and support care

d)    Provide continuous education or information and involve in care the patient and family

e)    Provide soothe environment with no pain and good living

f)     Provide support during emotional issues

 

Patient experience is defined as “To assess patient experience, one must determine from patients whether something that should happen in a healthcare setting (such as clear communication with a provider) happened or how often it happened” (Agency for Healthcare Research and Quality -AHRQ).

 

Aim:

To develop a patient-centric patient experience framework.

 

Methods:

This is a review of literature study and the data were collected with comprehensive searches in the online databases of goggle scholars and ResearchGate.

 

Results:

Dr. Zuber has developed “Ten Principles of Patient- Centric Patient Experience and A Framework”.

Zuber’s Ten Principles of Patient- Centric Patient Experience are as follows:

1) Governance and Leadership

10) Quality Improvement