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Organizational and service management interventions for improving the patient experience with care: systematic review of the effectiveness.
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  • 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:tiago.jesus@osumc.edu

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