New study explains why words matter--and can help improve patient experience

A new study identifies 35 positive, negative and neutral emotion words that patients use to describe their healthcare experience. The word set is now the foundation of the experience-based design (EBD) questionnaire at Virginia Mason, a nonprofit regional healthcare system in Seattle, and could serve as a model for hospitals and health systems across the nation, according to a study announcement. EBD is a method for accelerating the redesign of healthcare delivery and making it more patient-centered to incorporate patient and caregiver experience and emotion. The study, published in Health Care: The Journal of Delivery Science and Innovation, asked 407 patients, family members, nurses and other healthcare professionals to sort 67 expressions into positive, negative and neutral categories. The final list contains only expressions that received at least 80 percent agreement about their perceived meanings. Study

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