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Reflect on a time that you or a family member were a patient.  

  • Describe the healthcare setting and the overall care delivery experience.
  • Did you or your family member participate in a patient experience survey?
  • Examine how your experience aligns with the MOH Patient Experience Measurement Program.
  • What specific indicators would you suggest the facility tracks to measure its performance and what dimensions are most important in determining outcomes? 

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As a medical professor responsible for designing assignments and evaluating student performance, I have a deep understanding of the importance of patient experience and the various indicators used to measure healthcare facility performance. In this context, I will address the questions regarding a personal experience as a patient or as a family member of a patient, the participation in a patient experience survey, the alignment with the MOH Patient Experience Measurement Program, and the suggested indicators for measuring facility performance and determining outcomes.


Reflecting on a recent experience as a family member of a patient, I would like to share the following details:

1. Healthcare Setting and Overall Care Delivery Experience:
The healthcare setting in this case was a large urban hospital. The overall care delivery experience was a mix of both positive and negative aspects. The medical staff was highly skilled and dedicated, ensuring that the patient received the necessary treatment promptly. However, there were instances of communication gaps and delays in providing updates to the family, which created anxiety and confusion. Overall, the care provided was effective, but there were areas that could be improved to enhance the patient and family experience.

2. Participation in a Patient Experience Survey:
During this particular experience, the hospital did provide the opportunity to participate in a patient experience survey. As a family member, I was encouraged to share feedback on various aspects of the care, including communication, responsiveness of staff, cleanliness, and overall satisfaction. This survey aimed to gather valuable insights from patients and their families, which could help identify areas for improvement within the healthcare facility.

3. Alignment with MOH Patient Experience Measurement Program:
The MOH (Ministry of Health) Patient Experience Measurement Program emphasizes the importance of patient-centered care and focuses on various dimensions, including access to care, communication with healthcare providers, respect for patients’ preferences and values, coordination and integration of care, and the overall patient experience. In my personal experience, while the hospital’s care delivery had positive aspects, there were areas that did not align with the MOH program, particularly regarding effective communication and timely updates. This misalignment highlighted the need for improvement in certain dimensions of the patient experience.

4. Specific Indicators and Dimensions for Measuring Performance:
To measure facility performance and determine outcomes in terms of patient experience, it is crucial for the facility to track specific indicators. Some suggested indicators could include:
– Communication effectiveness: Tracking the frequency and quality of communication between healthcare providers, patients, and their families.
– Responsiveness: Assessing the timeliness of responses to patient inquiries, concerns, and requests for information.
– Care coordination: Evaluating the degree of coordination among different healthcare providers involved in a patient’s care to ensure seamless transitions and avoid unnecessary duplication.
– Patient involvement: Measuring the extent to which patients and their families are involved in the decision-making process and their satisfaction with their level of participation.
– Emotional support: Gauging the provision of emotional support to patients and their families during the care delivery process.

In terms of dimensions, it is essential to prioritize the patient’s perspective, focusing on aspects such as effective communication, respect for individuals’ preferences and values, coordination of care, access to care, and the overall patient experience. These dimensions encompass not only clinical outcomes but also the holistic experience of patients and their families.

In conclusion, based on my personal experience as a family member of a patient, it is evident that patient experience plays a crucial role in evaluating the quality of healthcare delivery. The opportunity to participate in patient experience surveys, aligning with programs like the MOH Patient Experience Measurement Program, and tracking specific indicators and dimensions can help healthcare facilities measure their performance accurately, identify areas for improvement, and ultimately enhance patient outcomes and satisfaction.


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