Redefining Care: The Human Experience Revolution

By Jim Cooper, PhD(c), MBA, CPXP, AtlantiCare Experience Officer, AtlantiCare Health System

Historically, the concept of patient experience was rooted in a narrow focus on individual patient engagement. Early efforts to define and measure patient experience were primarily concerned with evaluating patient engagement with specific aspects of care, such as clinical outcomes, waiting times, and hospital amenities. These metrics were often used to gauge the effectiveness of healthcare providers and closely tied to patient loyalty and the competitive positioning of healthcare organizations.

Patient experience, in its initial form, was heavily influenced by consumer-based approaches. Healthcare systems borrowed principles from the business world, emphasizing engagement surveys, customer service standards, and patient-centered care practices. Although this approach represented a step forward from the purely clinical focus of previous eras, it still had limitations in understanding the broader dynamics at play in healthcare environments. The emphasis remained on transactional interactions, such as the speed of service or how patients felt about their physician’s bedside manner, rather than on the holistic well-being of the individuals involved.

By integrating the experiences of patients, families, visitors, and team members, healthcare organizations can create a more compassionate, collaborative, and holistic approach to care.

The Shift Toward a More Holistic Approach

Over time, healthcare leaders and organizations recognized the limitations of a narrow focus on patient engagement and began to adopt a more comprehensive view of the patient experience. This shift was driven by several factors, including advancements in healthcare technology, the emergence of value-based care models, and a growing body of research highlighting the importance of emotional, psychological, and social factors in health outcomes.

The evolution of patient experience is grounded in the understanding that a patient’s journey through the healthcare system is complex and multifaceted. It is not only influenced by clinical care but also by the environment, communication, and interactions with team members, as well as the patient’s emotional state. Recognizing these factors led to the realization that the experience of care does not exist in isolation; it involves the entire ecosystem of individuals involved in a patient’s care journey, including families, visitors, and healthcare team members.

Expanding to Human Experience: Integrating Family, Visitor, and Team Member Experience

The expanded focus from patient experience to human experience reflects a broader, more inclusive understanding of what influences health outcomes and overall well-being. This shift is centered on the idea that all stakeholders within the healthcare system—patients, families, visitors, and team members—contribute to the experience and outcomes of care. Understanding this integrated experience is crucial for creating a more supportive, compassionate, and empathetic healthcare environment.

1. Family Experience: Families play a vital role in the patient’s care journey. They often serve as caregivers, advocates, and emotional support systems for patients. Recognizing the importance of family experience means understanding that a family’s well-being directly affects the patient’s emotional state and recovery process. When healthcare organizations create environments that are supportive of families—providing them with clear communication, resources, and involvement in decision-making—it positively impacts the overall experience and outcomes for patients.
   
   The family experience has become a focal point in many patient-centered care models because involving families in care planning and decision-making leads to better engagement with treatment plans and higher levels of involvement. Acknowledging the role of family members as part of the care team rather than as external observers fosters a collaborative environment where the patient’s needs are more comprehensively met.

2. Visitor Experience: Although often overlooked, the experience of visitors also contributes significantly to the environment of care. Visitors are an integral part of a patient’s support network and can influence their mood, outlook, and engagement with their treatment plan. Healthcare settings that offer a welcoming, comfortable atmosphere for visitors can help ease the stress and anxiety associated with hospitalization, benefiting both patients and their loved ones.
   
   Visitor experience goes beyond just providing comfortable waiting areas; it includes the respect and empathy shown by the healthcare team members toward visitors, the ease of accessing information, and the overall atmosphere within the care facility. When visitors feel respected and informed, their ability to support the patient is enhanced, leading to a more positive impact on the patient’s recovery journey.

3. Team Member Experience: Perhaps the most transformative shift in the evolution toward human experience is including the team member experience. Healthcare team members, from clinicians to support personnel, are the backbone of any healthcare organization. Their well-being, engagement, and professional fulfillment are directly linked to the quality of care they provide. An organization that prioritizes its team members’ needs fosters a culture of empathy, resilience, and dedication, which in turn translates to better patient care.
   
   Studies have shown that when healthcare team members feel supported, valued, and engaged, they are more likely to demonstrate empathy and provide high-quality, patient-centered care. Team member burnout, stress, and disengagement, on the other hand, can negatively impact the patient experience. As such, many healthcare organizations are now focusing on initiatives to improve the work environment, professional development, and mental well-being of their team, recognizing that the best patient experience is delivered by a motivated and supported workforce.

Conclusion: The Future of Human Experience in Healthcare

The evolution from patient experience to human experience represents a significant transformation in how healthcare is delivered and perceived. It acknowledges that true healing and well-being extend beyond clinical care to encompass the emotional, psychological, and social dimensions of all individuals involved in the care journey. By integrating the experiences of patients, families, visitors, and team members, healthcare organizations can create a more compassionate, collaborative, and holistic approach to care.

This expanded focus on human experience is not just a trend; it is a fundamental shift in the philosophy of care. As healthcare systems continue to evolve, placing equal importance on the experiences of all stakeholders will be crucial to achieving better health outcomes, higher engagement levels, and a more resilient healthcare workforce. The future of healthcare lies in this inclusive vision of human experience, where every touchpoint is an opportunity to foster connection, empathy, and healing.