Giving Voice to Patients Through Interviews and Qualitative Analysis
Loxton, M. H.; Okoli, E.
Show abstract
Modern healthcare is drowning in data, and burdened by quality, safety, financial, and operational metrics, but few relate directly to how patients experiences their care. The literature lacks sufficient specificity on how care processes are seen through the eyes of the patient. To fill a gap in awareness of the patient experience of the radiology processes, we used a multimethod qualitative approach to elicit the patient view of their radiology experiences and insights from the patient voice. We developed a typology of patient experiences of the radiology processes that centered on communication gaps, and reflected opacity, fragility, and unpredictability of administrative and care processes in radiology that failed to interconnect efficiently or effectively, and did not work well as an end-to-end patient journey. Care processes were described by participants as fragile, solitary, and opaque, and required constant vigilance, supervision, and assistance by patients. Participants described a need for improved communication between radiology staff and patients that focuses on the patient journey and helps to identify and mitigate causes of process opacity and fragility.
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