Patient Experience Mapping

Hamilton Health Sciences (HHS) recognizes that patient experience is an integral component of quality care and has been actively exploring how best to measure the experience of older adults. As part of a corporate initiative to enhance seniors’ care, Hamilton Health Sciences recently conducted a Patient Experience Mapping (PEM) exercise.

PEM is a method of collecting detailed information about the care and services as experienced by patients and/or their families (McKeever, 2004). During PEM, staff and clinicians identify a defined process of care and map out the key steps or events within that process. Patient interviews are conducted to develop a narrative about the patients’ experience with the mapped process. The interview data is then mapped to the process of care and analyzed for themes and improvement opportunities.

Hamilton Health Sciences’ first patient experience map focused on the experience of patients assessed by the Geriatric Consultation Team and subsequently admitted to the M2 Rehabilitation Unit at Juravinski Hospital. This map identified opportunities to further explore decision making and communication tools that support patients with cognitive impairments through transitions. A number of tactical improvement opportunities were also identified. PEM has proven to be an effective and compelling way to learn about the care experience of older adults.

The Ontario Hospital Association recognized this project at HealthAchieve 2011, awarding Hamilton Health Sciences the KPMG Leading Practices Award for Patient Experience. Project team members included Dr. Cheryl Allaby, Barb Ansley, Ursula Ayerst, Tamara Babineau, Emily Christoffersen, Jennifer Kodis, Nancy Leslie, Dr. Sharon Marr, Dr. Brian Misiaszek, Brett Sanderson, and Caroline Sears.

From left: Emily Christoffersen, Clinical Manager, Centre for Healthy Aging, St. Peter's Hospital, HHS; Dr. Brian Misiaszek, Head of Geriatric Servcies, HHS; Caroline Sears, Social Worker, Palliative Care, St. Peter's Hospital, HHS.

 

References:

Cornwell, J. & Goodrich, J. (2009). Exploring how to measure patients’ experience of care in hospital to improve services. [Electronic version]. Nursing Times, 105, 29.

McKeever, J. (2004). Mapping the patient experience . Marketing Health Services, 24(4), 14-19.