Capturing the patient voice makes it possible to address complementary dimensions of care that cannot be captured through other channels.
To achieve this, satisfaction surveys provide highly valuable and segmentable information on the overall perception of the care received. Systematic reviews indicate that, although they are related, satisfaction and experience are not entirely equivalent concepts and serve different purposes, which is why they are considered complementary measures.
For this reason, Hospital Clínic Barcelona is also promoting the assessment of Patient-Reported Experience Measures (PREMs) as a complementary approach focused on describing what happened during the care process and how the patient experienced it; an approach that, in turn, is recommended to be complemented with other qualitative research methods such as focus groups, interviews, or observations.
This initiative has not only led to the development of new patient experience indicators, but has also advanced the co-creation and validation of specific tools for different areas of care, involving healthcare professionals, patients, and family members and ensuring the active participation of patients in the design of these indicators.