Strategies to improve patient's experience in the hospital setting: a scoping review protocol

Introduction: Patient's experience: set of interactions resulting from an organizational culture, which influence the patient, in care throughout time. It is through the unique patient’s experience that the quality of care provided is revealed and it can be used to target quality improvements. Since Donabedian’s work in 1980, the definition of healthcare quality has been the center of debate and has undertaken considerable changes. Quality of care is defined as having three domains: Patient safety; Clinical effectiveness; Patient experience. Hospitals with good quality performances have better clinical results, decreased use of services, reduced healthcare-associated infections, greater compliance, safety culture, higher profitability. Patient experience has three domains: effective communication; respect and dignity; emotional support. (Can be modified by factors that influence patient’s experience by affecting their needs, expectations, values). This protocol used the methodology proposed by Joana Briggs Institute (JBI) for the conduct of scoping reviews as a framework. Aim: To map and analyze the evidence on strategies to improve the patient’s experience in the hospital setting. Guiding question: What strategies have been implemented to improve patient’s experience in the hospital setting?