Patient Experience Department:
Introduction:
 Pearl Institute defines patient experience as “all the interactions that are shaped by organizational culture, which influence patient perceptions across the continuum of care.”
This definition is interpreted as follows:
  • Interactions: any structured point of contact between the patient and the healthcare organization (staff member, policy, process or environment).
Culture: Vision and Values and Employees (at all levels and throughout all parts of the organization) and Society.
  • The patient’s perceptions of what they observed and understood during their hospital stay, and what they are likely to remember in the future regarding King Saud University Hospital and their experience within it.
    • Continuity: Before and during and after providing medical care.   The patient’s experience begins from their first contact with the facility, passing through every stage the patient goes through which forms their vision and understanding of the experience until they complete the service or medical care.
      And it includes a wide range of the patient's interaction system that extends across the entire patient care journey ‘therefore the patient experience department exceeds just making the patient and family happier and more satisfied.
      Many research studies have shown positive correlations between patient experience and their safety and clinical effectiveness.
      The patient experience department is a step on the journey to excellence where the patient’s experience is measured in several different ways.

      Methods for measuring patient experience:
    • Online surveys “send link”.
      • Conducting an interview with the patient.
    • Surveys via telephone after receiving the service.
    • Direct surveys, face-to-face after receiving the service.
    • Surveys via email.
    • Surveys using personal devices.
      • Social Media Analysis.What is measured in the patient experience trial?:
      • Trust of service providers.
      The team is available as needed.Food and the surrounding environment.Ease of communication with the medical team.
    • Participation in the treatment plan.
      • ease of access to healthcare services and waiting times.Satisfaction with the provided health services.Patient Care Department Tasks:
      • Receive and document complaints, suggestions, and feedback from various sources including patients and their families regarding issues they face.
      Conducting rounds among inpatients, outpatients, departments, and clinics of faculty members at the university campus.Distribution and collection and analysis of surveys related to administration, and encouraging patients and their families to participate actively in filling them out.
    • Definition of employees and patients with the patient rights document and their relatives, and their responsibilities.
      • Participating in monitoring complaints and proposing appropriate solutions for them.Participating in the preparation of reports and statistics related to the department’s activities and events.