Understanding Patient Experience Through Narrative Complaint Analysis: A Mixed Methods Study In A Rural Academic Health System,
2025
The Dartmouth Institute for Health Policy & Clinical Practice, Geisel School of Medicine at Dartmouth, Lebanon, NH, USA
Understanding Patient Experience Through Narrative Complaint Analysis: A Mixed Methods Study In A Rural Academic Health System, Htun Ja Mai, Jabeen Ahmad, Brant Oliver
Patient Experience Journal
Patient Experience (PX) is recognized as an independent dimension in assessing healthcare quality and is associated with the quality domain of patient-centeredness. A better understanding of PX can help clinical providers enhance care, guide further research, and inform quality improvement and policies. Our study aims to identify, classify, and prioritize patients’ complaints and grievances at a rural health care system to inform strategic improvement planning. We conducted standard inductive qualitative thematic analysis and quantitative Pareto analyses of narrative comments received from patients and families via phone calls, emails, or standard letters at the four settings under study (one major academic …
Patient Experience Second Opinion: Expanded Telemed Simulation Broadens Inquiry Of Health Care Provider Verbal And Nonverbal Communication Issues,
2025
Opus College of Business, University of St. Thomas, MN
Patient Experience Second Opinion: Expanded Telemed Simulation Broadens Inquiry Of Health Care Provider Verbal And Nonverbal Communication Issues, Mike C. Porter, Xiaowen Guan, Paul G. Omodt
Patient Experience Journal
In the quest to improve patient experience and health outcomes, the impact of provider consultation generally earns serious consideration. This study recruited a richly diverse pool of participants to examine how patient demographics and psychographics during a telemedicine consultation simulation impact the perceptions of the provider that contribute to patient satisfaction. Further, this study relies on a between-subject experimental design to investigate how “provider” verbal and nonverbal communication and demographics in addition to patient demographics and psychographics impact patient perceptions and outcomes of the simulated telemedicine experience. Results inform how healthcare provider verbal and nonverbal communication might be improved through …
The Patient Experience Of The #Hellomynameis... Campaign And The Value Of Personalised Embroidered Student Uniforms,
2025
Associate Professor in Nursing, Northumbria University, Coach Lane Campus, Newcastle Upon Tyne, NE77XA
The Patient Experience Of The #Hellomynameis... Campaign And The Value Of Personalised Embroidered Student Uniforms, Julie Derbyshire, Gemma Bradley, Sasha Ban, Lianne Horscroft, Joanne Woodhead
Patient Experience Journal
Background: The #hellomynameis... campaign was an international initiative implemented to improve Person Centred Practice by increasing the number of health professionals who introduce themselves to every patient and place them at the centre of each interaction. To add to this campaign, the idea of personalised uniforms for undergraduate health care students was introduced at one University in the UK, embroidered with the #hellomynameis...logo and their name. This paper will present findings from a study that explored this initiative from the patient perspective. Methods: A case study research design was used, with semi-structured questionnaires consisting of open and closed questions to …
Communicating Effectively When Engaging People With Lived Experience In Mental Health And Substance Use Health Research: A Qualitative Descriptive Study,
2025
Centre for Addiction and Mental Health, Toronto, Canada AND University of Toronto, Toronto, Canada
Communicating Effectively When Engaging People With Lived Experience In Mental Health And Substance Use Health Research: A Qualitative Descriptive Study, Lisa D. Hawke, Wuraola Dada-Phillips, Charlotte Munro, Shoshana Hauer, Claudia Sendanyoye, Yona Lunsky, Gillian Strudwick, Tanya Halsall, Natasha Y. Sheikhan
Patient Experience Journal
Background. People with lived experience of mental health and/or substance use challenges and families (PWLE/F) are increasingly engaged in research, providing positive impacts. However, effective engagement can be challenging, including ensuring effective communication. This qualitative study sought to understand the communication preferences of PWLE/F who are engaged in mental health and substance use health research. Method. A total of 18 participants (aged 19 to 79) took part in one of four focus group discussions. A semi-structured interview guide was used to facilitate the discussions. Focus group transcripts were analyzed using codebook thematic analysis. PWLE/F were engaged in all stages of …
“Better Than Any Medicine:” Understanding How Therapy Dogs Support Patients Presenting With Mental Health And Substance Use Concerns In An Emergency Department Setting,
2025
University of Saskatchewan
“Better Than Any Medicine:” Understanding How Therapy Dogs Support Patients Presenting With Mental Health And Substance Use Concerns In An Emergency Department Setting, Alexandria R. Pavelich, Colleen A. Dell, James Stempien, Holly Mckenzie, Aimee Hozack, Jane Smith, Alexis Rowsell, Janet Gunderson, Elizabeth Pease
Patient Experience Journal
In Canada, emergency departments have a large number of patients with mental health and substance use concerns passing through their doors. Our research aim was to assess the impact that therapy dog visits may have for patients presenting with mental health and/or substance use concerns to an emergency department based in Saskatoon, Saskatchewan. Working alongside an active patient advisory group and community-based therapy dog program volunteers, our mixed method approach utilizing ethnography, surveys, and interviews showed that therapy dog visitation had a beneficial impact on both patients and staff, thus improving the overall patient experience. Our study displays how the …
Impact Of Non-Pharmacological Interventions On Patient Experience, Opioid Use, And Healthcare Utilization In Adult Cardiac Surgery: A Randomized Controlled Mixed Methods Trial,
2025
Office of Patient Experience, Michigan Medicine, University of Michigan, Ann Arbor, MI
Impact Of Non-Pharmacological Interventions On Patient Experience, Opioid Use, And Healthcare Utilization In Adult Cardiac Surgery: A Randomized Controlled Mixed Methods Trial, Julie R. Piazza, Alexander A. Brescia, Jessica N. Jenkins, Alexander J. Ivacko, Xiaoting Wu, Sara M. Jafri, Christopher J. Varlamos, James C. Piazza, Lindsay K. Heering, Stefanie L. Peters, Molly Dwyer-White, Bailey H. Brown, Faraz N. Longi, Katelyn P. Monaghan, Frederick W. Bauer, Varun G. Kathawate, Melissa C. Webster, Amanda M. Kasperek, Nickole L. Garvey, Claudia Schwenzer, Kiran H. Lagisetty, Michelle Riba, Donald S. Likosky, Jennifer F. Waljee, Nicholas H. Osborne, Mary E. Byrnes, G. Michael Deeb
Patient Experience Journal
Non-pharmacological techniques designed to reduce anxiety, pain, and healthcare utilization have shown effectiveness in pediatric and non-surgical adult populations; however, their application has not been widely evaluated among adult surgical patients. This study randomized opioid-naive adults undergoing first-time, elective cardiac surgery to receive either targeted interventions from a trained “comfort coach” or usual care. The primary outcome assessed was healthcare utilization, specifically measured as the number of days at home within the first 30 days post-surgery. Secondary outcomes included postoperative opioid use and patient-reported outcomes, collected via validated surveys. Additionally, 50 participants in the intervention group completed semi-structured qualitative interviews …
Perceived Social Support And Its Associated Factors In Patients Undergoing Hemodialysis: A Cross-Sectional Study,
2025
Department of Nursing, Student Research Committee, Kermanshah University of Medical Sciences, Kermanshah, Iran
Perceived Social Support And Its Associated Factors In Patients Undergoing Hemodialysis: A Cross-Sectional Study, Hosna Karami, Parvin Abbasi
Patient Experience Journal
Introduction: Hemodialysis is a vital, lifelong therapy for patients with end-stage kidney disease. Due to various physiological and psychosocial challenges, it is often perceived as traumatic. Social support is recognized as an essential coping strategy for managing chronic illnesses, including advanced kidney failure. This study aimed to assess perceived social support and its related factors among patients undergoing hemodialysis. Methods: This analytical cross-sectional study was conducted from November 2024 to February 2025 at two major hemodialysis centers in Kermanshah, a city in western Iran. A total of 230 patients were selected through convenience sampling based on predefined criteria. Data were …
Correlation Between Resident Physician And Patient Perceptions Of Empathy In The Emergency Department,
2025
College of Public Health, University of Arkansas for Medical Sciences, Little Rock, AR, USA
Correlation Between Resident Physician And Patient Perceptions Of Empathy In The Emergency Department, Austin Porter, James Christian, Meryll E. Bouldin, Erin Willard, Stefan Graw, Sarah House, Sofie Morgan, Kristin Parker, Carly Eastin
Patient Experience Journal
Background: Empathy is essential for emergency medicine physicians, impacting patient outcomes and experiences, especially in the fast-paced emergency department (ED). However, empathy often declines during medical training, negatively affecting care. Little is known about how emergency medicine trainees perceive their empathy compared to their patients. Objective: This study aimed to explore the correlation between patient perceptions of resident physician empathy and residents’ self-perceptions during ED visits. Methods: This was a prospective observational study was conducted at a Level 1 Trauma and Tertiary Care Center in the south-central U.S., using the Consultation and Relational Empathy (CARE) Measure. At patient disposition, ED …
Patients’ Experiences Of Triage And Waiting In Emergency Departments: A Cross-Sectional Survey,
2025
School of Nursing, Curtin University, Bentley, Western Australia, Australia AND Nursing and Midwifery Research Unit, South Metropolitan Health Service, Murdoch, Western Australia, Australia
Patients’ Experiences Of Triage And Waiting In Emergency Departments: A Cross-Sectional Survey, Carrie Janerka, Leslie D Gavin, Fenella J Gill, Pcc Ed Triage Group
Patient Experience Journal
Objective: Patient experience is a core aspect of care quality. Patient experiences of emergency departments (EDs) have been examined, but there has been less focus on ED triage and waiting areas, often patients’ initial point of contact with a health service. This study aimed to understand patients’ experiences of ED triage and waiting room. Methods: A cross-sectional survey was conducted across five Australian EDs to understand experiences of patients 14 years and over before, during and after triage. Quantitative data were analysed descriptively and explored for correlations. Qualitative responses for suggested improvements were analysed using a conventional content analysis approach. …
Narrative Medicine Skills For End-Of-Life,
2025
School of Public Health, The University of Adelaide Faculty of Health and Medical Sciences, Adelaide, Australia
Narrative Medicine Skills For End-Of-Life, Elizabeth Summerfield
Patient Experience Journal
This paper looks at the potential of applying the skills of narrative medicine to end-of-life and palliative care as a means of enabling its spiritual and existential dimensions often overlooked in clinical practice. It tells the story of a family navigating the complex problem of managing the ending of a beloved mother’s life. It reflects on how the World Medical Association’s 2022 list of essential elements of care may be enacted. Amidst the dominant daily physical regime of medication and physical care, it captures the rare, unscripted moments of meaning and purpose of a lived life. It shows why these …
The Hand We Hold: Reflections On Empathetic Practice In Medicine,
2025
The Johns Hopkins University School of Medicine, 733 N Broadway, Baltimore, MD, USA
The Hand We Hold: Reflections On Empathetic Practice In Medicine, Aravind Sreeram
Patient Experience Journal
In this narrative, I reflect on an early clinical encounter that reshaped my understanding of what it means to provide patient-centered care. As a medical student, I entered the exam room with a preset algorithm of what to say and how to act. Yet, when faced with a patient whose suffering could not be measured or addressed by any checklist, I realized the limitations of my scripted approach. I began to understand that some of the most meaningful contributions we offer in healthcare come not from solutions, but from presence. This experience helped me see that patient partnership is not …
Changing Myths Into Truths: Dispelling Physician Misconceptions On Patient Experience,
2025
Cook Children’s Medical Center; Anne Burnett Marion School of Medicine, Texas Christian University, Forth Worth, Texas, UNITED STATES
Changing Myths Into Truths: Dispelling Physician Misconceptions On Patient Experience, Amit Singh, Syed Ahmed, James Castellone, Michael H Kanter, Mikelle Key-Solle, Sherry Kroll, Paul A Lansdowne, Winnie Lee, Swati Mehta, Sofie Morgan, Sephora Morrison, Susan N Nathan, Sachin Patel, Alexie Puran, Donald Wickline, Liza Dileo Thomas
Patient Experience Journal
Patient experience work can be viewed by some physicians as outside their scope of practice and therefore the responsibility of non-medical providers. Assumptions may also be made by providers about what patient experience work is and is not. These myths can make it difficult to pursue meaningful patient experience related work that is in fact rooted in evidence showing improved outcomes. Moreover, these myths can downplay the importance of patient experience improvement work discouraging physicians who may be interested from pursuing it. In order to combat common myths that can be propagated about patient experience, the authors will cite research …
Beyond The Numbers: Elevating Meaning Through Metrics In Patient Experience,
2025
University of Alabama at Birmingham, United States
Beyond The Numbers: Elevating Meaning Through Metrics In Patient Experience, Geoffrey A. Silvera
Patient Experience Journal
This commentary submitted by Patient Experience Journal (PXJ) Associate Editor begins with a simple observation: sometimes, in our effort to measure everything, we miss what’s right in front of us. We look up at the data but fail to notice the larger shape taking form above it, something tall, quiet, and graceful that changes how we see the landscape. Patient experience work demands that we hold both the precision of metrics and the wonder of narrative to truly understand of patients’ experiences of care. Numbers tell us how we are performing and stories remind us why it matters. When we …
We Are Not There Yet! Why The Journey For Experience Excellence Must Persist,
2025
The Beryl Institute, United States
We Are Not There Yet! Why The Journey For Experience Excellence Must Persist, Jason A. Wolf
Patient Experience Journal
I am concerned, that many in healthcare think they have gotten to a “THERE” in experience excellence. That the survey scores they received are good enough, that the outcomes they are achieving reflect what they sought to accomplish. And with this in the face of today’s tumultuous healthcare landscape, decisions are being made to sustain efforts at best and in more cases now to reduce investment with the belief that things are ok. Now is NOT the time to cut short our efforts for experience excellence, or to believe there is a “there” to which we have arrived. It must …
Effect Of Servant Leaders’ Humility, Active Listening, And Trust-Building On Employee Engagement In U.S. Private Financial Organizations,
2025
Walden University
Effect Of Servant Leaders’ Humility, Active Listening, And Trust-Building On Employee Engagement In U.S. Private Financial Organizations, Sunny Sung Phd, Tom Butkiewicz Ph.D.
International Journal of Applied Management and Technology
Ineffective leadership characteristics hinder employee engagement in the financial industry, leading to negative organizational outcomes. The purpose of this quantitative, correlational, cross-sectional study was to examine the relationship between servant leaders’ humility, active listening, and trust-building and employee engagement in U.S. private financial organizations. The servant leadership theory of serving followers and the social exchange theory of reciprocity grounded this study. Using simple random sampling, the participants comprised190 employees from private financial organizations in the United States. They completed the Servant Leadership Scale-7; Servant Leadership Assessment Instrument factors 6 and 7; the hearing, understanding, remembering, interpreting, evaluating, and responding (HURIER) …
It’S Different: Examining The Effect Of Hrm Investments On Employee Downsizing Following Mergers And Acquisitions,
2025
The University of Texas Rio Grande Valley
It’S Different: Examining The Effect Of Hrm Investments On Employee Downsizing Following Mergers And Acquisitions, Pingshu Li, Mengwei Li, Hyesook Chung, Clint Chadwick
Management Faculty Publications
Although some scholars in strategic human resource management (SHRM) research have suggested that HRM investments can be effective in reducing the negative repercussions of employee downsizing, other scholars have argued that such HRM investments could convey contradictory messages to employees, resulting in more negative employee reactions and decreased firm performance. In this research, we addressed this unsettled question by looking into the mergers and acquisitions (M&A) context, where we theorized that the acquiring firm’s HRM investments can positively moderate the negative effect of employee downsizing on firm performance by invoking positive sensemaking processes from remaining acquired firm employees. Moreover, the …
Improving Student Resumes: Evaluating The Effectiveness Of The Ai-Assisted Wisedoc Platform,
2025
Austin Peay State University
Improving Student Resumes: Evaluating The Effectiveness Of The Ai-Assisted Wisedoc Platform, Juan Munoz, David Earnest
River Cities Industrial and Organizational Psychology Conference
Resume quality is a critical factor in students’ transition into the workforce, yet many struggle to create documents aligned with employer expectations and validated competency frameworks. At the same time, most large organizations now rely on artificial intelligence (AI)-driven applicant tracking systems (ATS) to screen resumes. Because these systems filter applications before a human reviews them, resumes that are poorly formatted, lack keywords, or fail to highlight relevant competencies are often rejected automatically. This creates a barrier for students who may have the skills employers seek but lack the resume-writing expertise to communicate them effectively. This study investigates whether using …
Activity Trends Pre/Post Covid-19 In State Park Campgrounds,
2025
Grand Valley State University
Activity Trends Pre/Post Covid-19 In State Park Campgrounds, Patty Janes, Sango Otieno, A. Scott Rood
Proceedings of the Recreation Experience Community Network Research Symposium
Outdoor related activities surged both during and following COVID 19. Numerous studies support the increase of many outdoor related activities from swimming to bird watching, and biking to geocaching. Understanding the interests and habits of visitors helps organizations. The purpose of this study was to analyze the Michigan Department of Natural Resources campground visitor activity participation from before and after COVID. Nearly 40,000 campers each year were compared from 75 campground locations throughout the state of Michigan. Findings indicate the growth of many of their outdoor oriented activities from 2019 to 2024 including beach / swimming, hiking, rock hunting, and …
Keurig Dr Pepper Strategic Audit,
2025
University of Nebraska-Lincoln
Keurig Dr Pepper Strategic Audit, Huy Le, Ethan Zen, Sierra Perkins, Jack Hudson
Honors Program: Senior Projects (Public)
We analyze Keurig Dr Pepper's current strategic position following its acquisition of JDE Peat's. We determine its strengths, weaknesses, opportunities, and threats within its market share and make recommendations for future business ventures and strategic positioning.
Evolution Of A New Strategic Orientation In The Ai Era: Exploring The Determinants Of Ai Orientation,
2025
University of Missouri-St. Louis
Evolution Of A New Strategic Orientation In The Ai Era: Exploring The Determinants Of Ai Orientation, Sreelakshmy Geethakumari
Dissertations
The field of AI has undergone significant evolution over the past few decades. While AI is heralded as one of the most transformative technologies, scholars caution that its strategic impact may still not be fully realized. Given the strategic importance of AI in today's firms, it is essential to consider AI as a strategic orientation and understand its determinants in detail. Our study examines AI Orientation, defined as a firm's deliberate application of AI technologies to achieve its strategic objectives. Drawing on multiple theoretical perspectives, this study investigates the determinants that shape a firm’s AI orientation. This study employs a …
