In this article we explore what Patient Reported Experience Measures (PREMs) is, how are they being incorporated into the healthcare systems globally and the main challenges associated with them.
Modern healthcare systems aim to deliver high-quality, patient-centered healthcare. In this context, understanding the patient’s perspective is of crucial importance. As we have discussed in our previous article, clinical outcomes play a very important role in this, but they only tell part of the story. Enter Patient-Reported Experience Measures (PREMs), tools designed to capture patients’ perceptions of their care experiences. These measures are transforming how healthcare systems evaluate and improve service delivery, ensuring that care is not only effective but also compassionate and responsive to patient needs. In this blog, we’ll explore what PREMs are, why they matter, and how they are being integrated into healthcare systems worldwide.
Patient-Reported Experience Measures (PREMs) are structured surveys that assess patients’ experiences with healthcare services. Unlike Patient-Reported Outcome Measures (PROMs), which focus on health outcomes, PREMs evaluate the quality of care from the patient’s perspective. They cover a wide range of domains, including communication with healthcare providers, accessibility of care, waiting times, emotional support, and the overall care environment.
For example, a PREM might ask a patient to rate their satisfaction with the clarity of information provided by their doctor, the cleanliness of the facility, or the respect and dignity they were shown during their visit. These insights provide a comprehensive understanding of the patient’s experience, enabling healthcare providers to identify areas for improvement and deliver more patient-centered care.
PREMs are increasingly being used alongside PROMs to provide a holistic view of healthcare quality. Together, they help healthcare systems measure not only what they achieve but also how they achieve it.
PREMs place the patient’s voice at the center of healthcare delivery. They ensure that care is not only clinically effective but also respectful, compassionate, and responsive to patient needs. Research shows that positive patient experiences are associated with clinical effectiveness and the safety of the patients (Doyle et al., 2012).
Good communication between healthcare providers and patients is a key factor in building trust. PREMs highlight areas where communication can be improved, such as explaining diagnoses, discussing treatment options clearly, and addressing patient concerns effectively.
PREMs provide actionable insights into the strengths and weaknesses of healthcare services. For instance, if patients consistently report long waiting times or poor communication, healthcare providers can implement targeted interventions to address these issues. Studies have demonstrated that the use of PREMs leads to tangible improvements in service quality and helps to tailor healthcare services to meet the patients needs and engage them (Wolf et al., 2014).
By actively seeking and acting on patient feedback, healthcare providers can build trust and strengthen their relationships with patients. This helps to enhance the treatment adherence and patient loyalty. PREMs also promote accountability by holding healthcare systems to account for the quality of care they deliver. This is particularly important in value-based healthcare models, where providers are incentivised to deliver high-quality, patient-centered care.
Value-based healthcare focuses on delivering the best possible outcomes for patients at the lowest cost. PREMs are a key component of this approach because they measure aspects of care that are critical to patient satisfaction and overall healthcare value. By incorporating PREMs into routine care, healthcare systems can identify high-value interventions, reduce waste, and allocate resources more effectively. Countries adopting value-based models, such as the UK, the US, and Saudi Arabia, use PREMs to ensure that patient experiences are at the core of healthcare decision-making.
The adoption of PREMs is gaining momentum worldwide, particularly in countries that prioritise patient-centered and value-based healthcare. Governments and healthcare organisations are recognising the potential of PREMs to improve service quality, enhance patient satisfaction, and drive healthcare transformation. Let’s take a closer look at some of the initiatives driving this trend.
In Saudi Arabia, Vision 2030 is a transformative roadmap aimed at diversifying the economy and improving the quality of life for citizens. A key pillar of this vision is the overhaul of the healthcare system to make it more patient-centered and value-driven. PREMs are playing a central role in this transformation (Vision 2030).
Under Vision 2030, the Saudi Ministry of Health has launched several programs to integrate PREMs into routine clinical practice. For example, the National Health Transformation Program includes initiatives to collect and analyse patient-reported experiences across various healthcare settings. These efforts are helping healthcare providers deliver more compassionate and responsive care, ultimately improving patient satisfaction and outcomes.
The United Kingdom’s National Health Service (NHS) has been a pioneer in the use of PREMs. The NHS regularly collects PREMs data to evaluate patient experiences across a wide range of services, from primary care to hospital stays. This data is used to identify best practices, address areas of concern, and inform policy decisions. Research has shown that the NHS PREMs program has led to significant improvements in service quality and patient satisfaction (King’s Fund, Picker Institute Europe, 2015).
In the United States, the transition to value-based care has accelerated the adoption of PREMs. The Centers for Medicare & Medicaid Services (CMS) have incorporated PREMs into several payment models, including the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. These models reward healthcare providers for delivering high-quality, patient-centered care, with PREMs serving as a key performance indicator.
European countries are also embracing PREMs as part of their healthcare strategies. For example, Sweden has integrated PREMs into its national quality registries, which track patient experiences for a wide range of conditions. Similarly, the Netherlands has developed a set of PREMs for use in primary care, enabling providers to benchmark their performance and identify areas for improvement.
While the benefits of PREMs are clear, their widespread adoption is not without challenges. These include:
Data Collection and Integration: Collecting and analyzing PREMs data can be resource-intensive, particularly in resource-limited settings. Additionally, a new set of software solution is needed to capture them.
Standardisation: Whilst Patient Reported Outcome Measures are being standardised across the globe, the lack of standardised PREMs across different conditions and populations can make it difficult to compare experiences.
Patient Engagement: Ensuring that patients complete PREMs questionnaires accurately and consistently requires ongoing education and support as well as a clever use of modern tools to enhance patient engagement.
Despite these challenges, the potential of PREMs to transform healthcare is undeniable. As more countries and healthcare systems embrace patient-centered and value-based care, the use of PREMs is likely to become even more widespread.
PREMs are transforming healthcare by prioritising patient voices in service evaluation and improvement. Countries worldwide are integrating PREMs into healthcare policies to enhance quality, efficiency, and patient satisfaction.
As healthcare systems evolve, PREMs will play an even greater role in ensuring that patients receive high-quality, compassionate care. If you are interested in implementing PREMs in your organisation or exploring patient experience strategies, feel free to reach out to us.
References:
in NHS acute trusts in England, 2005–13, The King’s Fund, Picker Institute Europe
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