Improving patient experience by implementing an organisational culture model

• Published in: BMJ open quality Vol. 12; no. 2; p. e002076
• Main Authors: Almohaisen, Noha A, Alsayari, Nayif M, Abid, Muhammad Hasan, Al Subhi, Nada Foud, Al Masoudi, Aqeel, AlGhazali, Ohood Saad, Woodman, Alexander
• Format: Journal Article
• Language: English
• Published: England British Medical Journal Publishing Group 01.05.2023; BMJ Publishing Group LTD; BMJ Publishing Group
• Subjects: Advisors; Armed forces; Communication; Corporate culture; Data collection; Emergency medical care; Emergency Service, Hospital; Empathy; Health services; Hospitals; Humans; Inpatients; Intervention; Interviews; Leadership; Organizational Culture; Outpatients; Patient Outcome Assessment; Patient Reported Outcome Measures; Patient safety; Patient satisfaction; Patient-centered care; Patient-centred care; Quality improvement; Quality Improvement Report; Quality improvement; Patient satisfaction; Patient-centred care; Organizational Culture; Patient Reported Outcome Measures
• ISSN: 2399-6641; 2399-6641
• DOI: 10.1136/bmjoq-2022-002076

A satisfactory patient care culture model can help improve most patients’ quality of care in a hospital. This study aims to improve patients’ experiences (PX) by implementing a culture model at King Abdul-Aziz Armed Forces Hospital in Dhahran, Saudi Arabia. To achieve the research aim, a set of interventions were implemented that included a patient and family advisory council, empathy training, recognition of the PX, leadership–patient interviews, PX champions and quality improvement. These interventions were further measured using the Hospital Consumer Assessment of Healthcare Providers and Systems survey in the inpatient, outpatient and emergency departments. The improvement project was conducted in 2020, focusing mainly on transforming the culture and launching activities targeting specific touchpoints identified as priority areas. After making these changes, the hospital saw improvements in all patient relationships, with an average score across all dimensions collectively increasing by more than 4%. The quality improvement project using the PX culture model approach demonstrated significant improvements. In addition, employee involvement in patient care has become a significant factor in improving the quality of care. The critical elements for improving the PX and culture included recognising staff and creating networks across the system through effective leadership, employee engagement and engagement of patients and their families.