Improving the patient experience

Patient experience has gained momentum in modern healthcare. In the past, patients used to be considered as passive subjects, but recently patient-centric therapies demonstrated that an improved patient experience can positively impact clinical trials and standard care. 

An engaged and satisfied patient is 73% more likely to obtain better clinical outcomes, comply with the study protocol and experience a reduced  number of adverse events1. At PatchAi we aim to improve the patient experience, leading to significant results: 95% of the study participants complete the protocol and 85% of patients are satisfied thanks to a personalized experience. 

Patient experience encompasses both patients’ experiences of care as well as the feedback received from patients about their treatment. It is related to the interactions that patients have with healthcare professionals like doctors, nurses and administrative staff. In addition, it  includes other practical aspects that are valuable to patients, such as good communication, a clear plan of care, easy access to information and timely appointments. Patients expect effective treatment delivered by professionals tailored to the physical needs of the patient, accurate management of symptoms, coordination and continuity of care2.

Understanding the patient's needs is critical to improving the patient experience. The Patient Experience Journal has identified the top five aspects for the patient experience

  1. Communicate in a way patients can understand;
  2. Listen to patient’s concerns;
  3. Provide a clear plan of care and a clear rationale;
  4. Ask patients questions and try to understand their needs; 
  5. Treat patients with courtesy and respect. 

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A patient-centric approach, that considers patients as unique individuals with preferences, feelings, fears and needs, results in improved retention rates and loyalty to therapy. This in turn improves clinical outcomes for the patients and reduces costs and timelines for sponsors. For example, policy changes implemented by the Georgia Health Sciences Medical Center to improve patient and caregiver engagement resulted in a 62% decrease in medical errors, 40% decrease in falls and reduced the length of hospitalisation by 50%3.

Patients and study participants often encounter fatigue and difficulties during clinical trials and care pathways. The requirement  to complete long paper forms and remember numerous tasks frequently results in loss of  motivation and 18% of patients abandon the trial or therapy4. Of the patients that drop out of clinical trials, 35% indicated that the informed consent form was difficult to understand, 64% were satisfied by the answers during the discussion around the informed consent, 45% indicated that the study did not meet their expectations and 47% indicated that their intrinsic motivation was enough to remain participant in the study. All these numbers were significantly lower compared to patients that did complete the study4

Patchai provides an integrated system to reach and support all the stakeholders: patients, clinicians, researchers, sponsors. We align the patient needs with the clinical requirements. Pat, the empathic Intelligent Virtual Assistant, interacts with patients via dynamic personae matching patients’ personalities, compliance, preferences and needs. 

To discover more about Patchai solutions and improve the patient experience in your clinical trial or patient support program

Request a demo

 

References

1Doyle: https://bmjopen.bmj.com/content/3/1/e001570

2Ahmed: https://link.springer.com/article/10.1007%2Fs40271-014-0060-5

3AHRQ: https://www.ahrq.gov/patient-safety/patients-families/engagingfamilies/guide.html

4Advarra:https: www.advarra.com/resource-library/retention-in-clinical-trials-keeping-patients-on-protocols/