How Do We Truly Measure the Impact of Patient-Centred Care?
Felix Bomide
Assistant Professor | Driving Healthcare Transformation | Digital Content Creator @ThriveWithTheBomides
"The doctor of the future will give no medicine but will interest his patients in the care of the human frame, in diet, and in the cause and prevention of disease." – Thomas Edison
In healthcare, the ultimate goal is to provide care that genuinely places patients at the centre of every decision, every conversation, and every treatment plan. But the challenge lies in truly understanding the impact of patient-centred care. How do we measure a patient’s experience, satisfaction, and engagement beyond the numbers?
I remember one particular patient who profoundly illustrated this concept for me. Emily was an elderly woman with a complex medical history. She had been in and out of the hospital for months, enduring a cycle of tests, treatments, and follow-ups. She shared with me once, “I feel like I’m just a number. No one really sees me.” Emily’s words were an important reminder—healthcare isn’t only about procedures; it’s about seeing, understanding, and supporting the person behind the patient.
To create a healthcare experience that is not only effective but compassionate and patient-driven, we must ask ourselves: How can we evaluate and enhance patient-centred care in ways that reflect our patients' true needs and experiences?
The Checklist for Measuring Patient-Centred Care:
A checklist approach can help us create a structured, holistic view of what it means to offer patient-centred care. Here are the steps we can take to turn this vision into action and create meaningful improvements in healthcare delivery.
1. Gather Patient Feedback:
To improve, we need to listen. Gathering feedback through surveys, focus groups, and one-on-one interviews allows patients to express their experiences and pain points. Patient insights are not just data; they’re the voices guiding us toward better care.??
2. Assess Communication Quality:
Communication in healthcare should go beyond just sharing information. It should ensure patients understand their conditions, are comfortable asking questions, and feel actively involved in decisions. Checking the clarity and consistency of communication can greatly enhance the patient experience.
3. Monitor Patient Engagement:
A fundamental part of patient-centred care is empowering patients to participate in their healthcare journey. Monitoring their engagement—whether they feel comfortable setting goals, asking questions, or managing their treatment—reveals how empowered they truly feel.??
Teladoc Health, Health Data Research UK (HDR UK), Sanofi, British Heart Foundation (BHF), Aetna, a CVS Health Company
4. Evaluate Care Coordination:
Care doesn’t just happen in one room; it spans multiple departments and involves various healthcare professionals. Assessing the coordination across these touchpoints ensures patients experience smooth transitions and avoid unnecessary delays or duplication.??
The King's Fund, General Medical Council (GMC), PRIORY GROUP LIMITED, Medicines and Healthcare products Regulatory Agency (MHRA), HCA Healthcare UK
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5. Review Cultural Sensitivity:
Every patient comes with a unique background that influences how they perceive and interact with healthcare. Evaluating cultural sensitivity means assessing how well we respect each patient’s identity, providing language support, and ensuring we’re attuned to their preferences.??
Public Health England, Diabetes UK, Macmillan Cancer Support, Royal College of Nursing - Company (RCN), SCOPE HEALTH UK LTD
6. Track Health Outcomes:
In patient-centred care, positive health outcomes validate our efforts. We must consistently review metrics like recovery rates, readmission rates, and patients' quality of life to assess the real impact of our care. Outcomes aren’t just numbers—they’re reflections of our effectiveness in delivering care that works.??
Amgen, Vertex Pharmaceuticals, University College London Hospitals NHS Foundation Trust, GSK, The Association of the British Pharmaceutical Industry (ABPI)
7. Provide Ongoing Staff Training:
Empathy, communication, and compassion are core to patient-centred care, and they start with our healthcare providers. Regular training equips staff with the skills they need to meet patients with understanding and respect. Investing in staff training is investing in patient experience.
???? Pfizer UK, Versus Arthritis, Wellcome Trust, Boston Consulting Group (BCG), NHS Leadership Academy ??
Turning Insight into Action
Reflecting on these steps, I returned to Emily with a renewed focus on understanding her needs. We took time to explain her treatment options, listen to her concerns, and include her in every decision. In Emily's words, she felt "seen" for the first time. This shift in approach didn’t just improve her physical health; it positively impacted her sense of control and dignity as a patient.
The Power of Patient-Centred Care
The impact of a truly patient-centred approach goes beyond physical health; it builds trust, promotes engagement, and reinforces the notion that healthcare should be compassionate, equitable, and empowering. As healthcare professionals, it’s our duty to make each patient feel valued and understood.
Imagine a healthcare system where every individual—no matter where they live, their background, or their condition—feels genuinely cared for. Patient-centred care isn’t just about checking boxes; it’s about redefining our healthcare system to ensure it’s built around the patient. When we measure what matters most, we get closer to fulfilling the promise of healthcare that serves everyone.
How do you measure patient-centred care in your organisation? Let’s share insights, collaborate, and build a healthcare system that truly puts patients first.