EVALUATING OT SERVICES &

THE PATIENT EXPERIENCE

 OBJECTIVES

1. Understand how the quality of healthcare services is measured.

2. Determine the role of structural measures, process measures, and
outcome measures in quality measurement.
3. Explore other factors that influence the patient experience.
QUALITY MEASUREMENT
 WHAT IS “QUALITY” HEALTH CARE?

“the degree to which health care services

increases the likelihood of desired health
outcomes”

Jacobs et al. (2019)

HOW IS THE QUALITY OF CARE
DETERMINED?

• Structural measures
• Process measures
• Outcome measures
 GOOD OUTCOME MEASURES ARE

• Valid • Sensitive
• Content validity • Responsive
• Construct validity
• Criterion validity
• Reliable
• Intrarater reliability
• Interrater reliability
• Test-retest reliability
 BENEFITS OF OUTCOME MEASURES

• Learning
• Improving performance
• Demonstrating good outcomes
• Preparing for value-based payments
PATIENT EXPERIENCE
 THERAPIST-PATIENT RELATIONSHIP

• Therapeutic relationship is
associated with better clinical
outcomes
• Conditions of Engagement:
• Present
• Receptive
• Genuine
• Committed
 CUSTOMER SERVICE

• Develop strategies and policies to

approach situations and handle
specific issues
• 10 foot – 5 foot rule
• Create small positive experiences
“FEEL GOOD” STRATEGIES
 MEASURING THE PATIENT EXPERIENCE

• Surveys
• Evaluation
• Discharge
• Opportunities for feedback
• Meaningful conversation
 REFERENCES

• Hall, A. M., Ferreira, P. H., Maher, C. G., Latimer, J., & Ferreira, M. L. (2010). The
influence of the therapist-patient relationship on treatment outcome in
physical rehabilitation: a systematic review. Physical therapy, 90(8), 1099–1110.
https://doi.org/10.2522/ptj.20090245
• Jacobs, K., McCormack, G. L., & A., P. K. J. (2019). The occupational therapy
manager. AOTA Press.
• Miciak, M., Mayan, M., Brown, C., Joyce, A. S., & Gross, D. P. (2018). The
necessary conditions of engagement for the therapeutic relationship in
physiotherapy: an interpretive description study. Archives of physiotherapy, 8, 3.
https://doi.org/10.1186/s40945-018-0044-1