Implementation of the Australian Hospital Patient Experience Question Set (AHPEQS): a consumer-driven patient survey
Cathy H. Jones
A E , Jeffrey Woods A , Natasha K. Brusco B , Natalie Sullivan B and Meg E. Morris C D
A Healthscope, St Kilda Road, Melbourne, Vic. 3004, Australia. Email: Jeffrey.Woods@healthscope.com.au
B Alpha Crucis Group, PO Box 4103, Langwarrin, Melbourne, Vic. 3910, Australia. Email: tash@alphacrucisgroup.com.au, natalie@alphacrucisgroup.com.au
C Academic and Research Collaborative in Health (ARCH), La Trobe University, Bundoora, Vic. 3186, Australia. Email: M.Morris@latrobe.edu.au
D Victorian Rehabilitation Centre, Healthscope, Glen Waverley, Vic. 3150, Australia.
E Corresponding author. Email: cathyjoneshealth@gmail.com
Australian Health Review 45(5) 562-569 https://doi.org/10.1071/AH20265
Submitted: 18 September 2020 Accepted: 29 April 2021 Published: 3 August 2021
Abstract
Objective In 2018 the Australian Commission on Quality and Safety in Health Care released a new consumer driven Australian Hospital Patient Experience Question set. The objective was to explore the acceptability, adoption, appropriateness, feasibility, fidelity, penetration, resources and sustainability of implementing the AHPEQS, and to review which questions correlated with overall rating of care.
Methods Thirty-six Australian private hospitals participated in the AHPEQS implementation over an 18-month period.
Results Responses were analysed for 86 180 patient experience surveys. Positive patient experiences (Question 12) correlated most highly with Question 2 (My individual needs were met; correlation coefficient (CC) 0.45, P < 0.001), Question 4 (I felt cared for; CC 0.45, P < 0.001) and Question 9 (When I was in the hospital, I felt confident in the safety of my treatment and care; CC 0.44, P < 0.001). Day procedure patients rated their experience higher than overnight patients. Uptake was rapid across the 36 hospitals, with minimal resources and demonstrable acceptability, adoption, appropriateness, feasibility, fidelity, penetration and sustainability.
Conclusion Utilising a consumer-driven survey highlighting treatment and care, assisted in enhancing staff engagement and continuous improvement in patient experience in acute, day procedure and rehabilitation hospitals.
What is known about the topic? Patient experience in hospital is associated with healthcare quality, safety and outcomes.
What does this paper add? From a consumer perspective, feeling cared for, having needs met and confidence in the safety of care, correlated with a positive patient experience.
What are the implications for practitioners? Investing staff time and health service resources into a consumer-driven patient experience survey tool, which highlighted treatment and care, assisted in enhancing staff engagement and continuous improvement in patient experience in acute, day procedure and rehabilitation hospitals.
Keywords: hospital, quality, patient, experience, safety, health care, outcome, nursing, survey.
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