Abstract
Patient experience is a key quality indicator driven by various patient- and provider-related factors in healthcare systems. While several studies provided different insights on patient experience factors, limited research investigates the interdependencies between provider-related factors and patient experience. This study aims to develop a data-driven Bayesian belief network (BBN) model that explores the role and relative importance of provider-related factors influencing patient experience. A BBN model was developed using structural learning algorithms such as tree augmented Naïve Bayes. We used hospital-level aggregated survey data from the British National Health Service to explore the impact of eight provider-related factors on overall patient experience. Moreover, sensitivity and scenario-based analyses were performed on the model. Our results showed that the most influential factors that lead to a high patient experience score are: (1) confidence and trust, (2) respect for patient-centered values, preferences, and expressed needs, and (3) emotional support. Further sensitivity and scenario analyses provided significant insights into the effect of different hypothetical interventions and how the patient experience is affected. The study findings can help healthcare managers utilize and allocate their resources more effectively to improve the overall patient experience in healthcare systems.
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Acknowledgements
This work was supported, in part, by the Khalifa University of Science and Technology under Award RCII-2019-002-Research Center for Digital Supply Chain and Operations Management. The funding body had no direct involvement in the design, data collection, analysis, and interpretation or in writing the manuscript. The work in this paper was supported, in part, by the Faculty Research Grant (FRG23-E-B91) from the American University of Sharjah. This paper represents the opinions of the authors and does not mean to represent the position or opinions of the American University of Sharjah.
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Appendix: Survey questions
Appendix: Survey questions
Factors | Questions |
|---|---|
T1 | “Did you know which nurse was in charge of looking after you (this would have been a different person after each shift change)?” |
“How much information about your condition or treatment was given to you?” | |
“Before you left hospital, were you given any written or printed information about what you should or should not do after leaving hospital?” | |
“Did hospital staff tell you who to contact if you were worried about your condition or treatment after you left hospital?” | |
T2 | “When you had important questions to ask a doctor, did you get answers that you could understand?” |
“When you had important questions to ask a nurse, did you get answers that you could understand?” | |
“Were you involved as much as you wanted to be in decisions about your care and treatment?” | |
“Were you given enough privacy when discussing your condition or treatment?” | |
“Did you feel you were involved in decisions about your discharge from hospital?” | |
T3 | “Did you find someone in the hospital staff to talk to about your worries and fears?” |
“Do you feel you got enough emotional support from hospital staff during your stay?” | |
T4 | “Did you have confidence and trust in the doctors treating you?” |
“Did you have confidence and trust in the nurses treating you?” | |
“Did you have confidence in the decisions made about your condition or treatment?” | |
T5 | “In your opinion, did the members of staff caring for you work well together?” |
“After leaving hospital, did you get enough support from health or social care professionals to help you recover and manage your condition?” | |
“Did hospital staff take your family or home situation into account when planning your discharge?” | |
“Did hospital staff discuss with you whether you may need any further health or social care services after leaving the hospital (e.g. services from a GP, physiotherapist or community nurse, or assistance from social services or the voluntary sector)?” | |
T6 | “Were you offered a choice of food?” |
T7 | “During your time in the hospital, did you get enough to drink?” |
T8 | “Overall, did you feel you were treated with respect and dignity while you were in the hospital?” |
T9 | “Overall patient experience” |
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Al Nuairi, A., Simsekler, M.C.E., Qazi, A. et al. A data-driven Bayesian belief network model for exploring patient experience drivers in healthcare sector. Ann Oper Res 342, 1797–1817 (2024). https://doi.org/10.1007/s10479-023-05437-9
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DOI: https://doi.org/10.1007/s10479-023-05437-9