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Operationalizing a Culturally Competent Patient Satisfaction Assessment Tool for the Philippines using a Co-production Model between Providers, Patients and Families Passed

Wednesday May 15, 2024 11:33 - 11:39 G2

Moderator: Andreas Fors
Presenter: Timothy Dy

Track: Tools and Assessments

Ensuring good patient experience is an integral component of providing high-quality care. Patient satisfaction (PX) surveys have evolved globally since the early 1990’s, using standardized questionnaires. The aim of this initiative is to develop a standardized culturally competent patient satisfaction survey for Filipinos, that is co-produced by healthcare providers and patients. Methods: The interdisciplinary team from the Institute for Advancing Care Transformation (i-ACT) of Great Valley Medical Center in the Philippines, reviewed the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), the Picker Patient Experience Questionnaire, the UK National Health Service inpatient survey and existing local tools. Select questions were modified to be culturally competent. Questions about hospital efficiency, security and access to parking were added as these were deemed important to local environment and processes of care. The initial survey incorporated a total of 24 questions. We administered the Survey to a diverse cohort from the Philippines’ National Capital Region (NCR) with a multi-modal approach using digital and paper forms. Questions to assess generalizability, clarity and relevance of the tool were included. We conducted focused interviews for feedback to implement rapid cycle improvement. Results: 98% (N=55/56) concurred that the goal of the survey, instructions and questions were clear and relevant to patient experience. Qualitative feedback suggested the inclusion of preferred language/dialect to patient demographics and revision of question related to inclusion of next of kin.Discussion: Co-production models between providers and patients help us gain unique perspective to help develop a culturally competent tool to assess patient satisfaction. We were able to incorporate elements unique to the local settings of care. Culturally, Filipinos rely heavily on next of kin for decision making. The inclusion of next of kin as respondent, is vital for quality improvement to drive family and patient-centered care. Next step will include beta-testing and spread. 

Language

English

Seminar type

Pre-recorded + On-site

Lecture type

Orals

Conference

GCPCC

Authors

Timothy Dy, Maria Lyn Quintos-Alagheband, Maria Isabel Ponce , Diane Carla Guevarra, Sjoberg Kho, Jason Letran

Lecturers

Profile image for Andreas Fors

Andreas Fors Moderator

Professor
University of Gothenburg Centre for Person-Centred Care (GPCC)

Professor.
Institute of Health and Care Sciences, Sahlgrenska Academy, University of Gothenburg, Sweden.
University of Gothenburg Centre for Person-Centred Care (GPCC), Sahlgrenska Academy, University of Gothenburg, Sweden.


Andreas is a professor in nursing, specialising in research on person-centred care across various conditions and contexts. He has approximately 50 publications in scientific journals. Currently, he is the primary investigator of a prospective, longitudinal cohort study combined with a qualitative focus group study. The aim of this project, PCC@Work, is to follow, describe, and assess the impact of applying person-centred care in hospital, primary, and municipal care on work-related health and job satisfaction among health and social care professionals. Additionally, the project explores professionals' experiences regarding their work-related health and job satisfaction while applying person-centred care.

Profile image for Timothy Dy

Timothy Dy Presenter

Chief Transformation Officer
Great Valley Medical Center

Operationalizing a Culturally Competent Patient Satisfaction Assessment Tool for the Philippines using a Co-production Model between Providers, Patients and Families