Aspectos conceituais e operacionais da experiência do paciente: revisão narrativa

Abstract

INTRODUCTION: The patient's experience is a worldwide relevant topic. It is about interactions and perceptions of patients at the time of care provided and involves a series of factors for a good measurement and evaluation. Patients are increasingly engaged in care and want high-performance of care with a qualified team and health services capable of responding to their preferences. Through taccess to health services, patients can offer unique reports about their care. Thus, making the experience an important tool for measuring care. There are challenges to be overcome in the process of implementing protocols, indicators and measurement research, and it is necessary to produce knowledge aimed at expanding this understanding. OBJECTIVE: To identify the main definitions and strategies for evaluating the patient's experience. METHOD: This narrative review following the methodological steps that were: 1) definition of the research question; 2) search and selection of scientific literature; 3) extraction and critical evaluation of the results; and 4) narrative synthesis of the knowledge produced. The research question was: What are the definitions and strategies for evaluating the experience of adult patients? The systematic search was carried out in different databases. The process of screening and selection of articles was carried out. For better management of references, Rayyan software was used. RESULTS: In the analysis of the 27 articles, it was identified that the patient's experience is an important component of the quality of health and that it can be defined by different authors, but that is commonly named through the interactions and preferences of patients in the health service. Health throughout the care involving the preferences and their family members in the care, which is guided in a dignified and respectful way. Measuring this experience can be effective when data through available tools are well analyzed and implemented. Different evaluation tools were found that involve surveys, feedback and surveys. For there to be changes, it is necessary that these data are well evaluated and that the patient's experience comes to be recognized worldwide as an aspect of quality within the services. CONCLUSION: Defining the concept and identifying strategies for measuring the patient's experience is important, due to patient engagement, their preferences and the need for more technological health services that support practices aimed at the best evidence in health based on reports of the biggest users of the systems, the patients. Thus, the theme should be increasingly explored in search of a common definition and advances in assessment instruments.