Exploring the hospital patient journey: What does the patient experience?

Autoři: Raffaella Gualandi aff001;  Cristina Masella aff002;  Daniela Viglione aff001;  Daniela Tartaglini aff001
Působiště autorů: Department of Nursing, Università Campus Bio-Medico di Roma, Rome, Italy aff001;  Department of Management Economics and Industrial Engineering, Politecnico di Milano, Milan, Italy aff002
Vyšlo v časopise: PLoS ONE 14(12)
Kategorie: Research Article
doi: https://doi.org/10.1371/journal.pone.0224899



To understand how different methodologies of qualitative research are able to capture patient experience of the hospital journey.


A qualitative study of orthopaedic patients admitted for hip and knee replacement surgery in a 250-bed university hospital was performed. Eight patients were shadowed from the time they entered the hospital to the time of transfer to rehabilitation. Four patients and sixteen professionals, including orthopaedists, head nurses, nurses and administrative staff, were interviewed.


Through analysis of the data collected four main themes emerged: the information gap; the covering patient-professionals relationship; the effectiveness of family closeness; and the micro-integration of hospital services. The three different standpoints (patient shadowing, health professionals’ interviews and patients’ interviews) allowed different issues to be captured in the various phases of the journey.


Hospitals can significantly improve the quality of the service provided by exploring and understanding the individual patient journey. When dealing with a key cross-functional business process, the time-space dynamics of the activities performed have to be considered. Further research in the academic field can explore practical, methodological and ethical challenges more deeply in capturing the whole patient journey experience by using multiple methods and integrated tools.

Klíčová slova:

Emotions – Health care – Hospitals – Nurses – Patients – Surgical and invasive medical procedures – Total hip arthroplasty – Total knee arthroplasty


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2019 Číslo 12
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