Official websites use. Share sensitive information only on official, secure websites. Correspondence: ilonka. The aim of this review is to describe and summarize the process of measuring, publishing, and utilizing patient experience and satisfaction data in countries with highly developed healthcare systems in Europe Germany, Sweden, Finland, Norway, the United Kingdom and the USA to identify possible approaches for improvement.
Furthermore, patient feedback in social media and the influence of sociodemographic and hospital characteristics on patient satisfaction and experience were evaluated. However, due to the use of various different questionnaires, comparability of the results is difficult, and consequences drawn from these data remain largely unclear.
Additionally, social media platforms must be considered as an increasingly important source to expand the range of patient feedback. Keywords: patient experience, patient satisfaction, survey, social media, sociodemographic characteristics, hospital characteristics, USA, UK, Scandinavia, Germany.
Although both concepts are not interchangeable, they are complexly related, having a profound influence on each other and on treatment outcome [ 3 , 4 ]. Healthcare providers and researchers use patient experience and satisfaction scorings for general, indication-based, and disease-specific patient feedback [ 5 ] as tools to improve patient-centered healthcare or due to requirements by government or other regulatory authorities to conduct patient surveys on a regular basis.
To assess the patient view on received care, the treatment process, and related factors in a standardized way, patient-reported outcome measures PROM and patient-reported experience measures PREM are commonly used. Whereas PROM usually question specific aspects of treatment outcome by means of questionnaires, e. However, there is a huge variety of approaches even in countries with high-quality healthcare, which is partly predefined by the different orientations and mandates of these systems.
