The experience of patients when going to health facilities is very diverse, there are those who feel satisfied with the services provided, but many also feel that they do not match their expectations and even complaints arise. Every health facility must have a goal to be able to provide the best service for patients, by applying patient satisfaction surveys in each service unit can be photographed the level of patient satisfaction. However, with many weaknesses such as lack of energy, long queues of patients, lack of supervision from superiors, plus the current pandemic conditions, will eventually provide poor performance.

The Patient Experience is an overall interaction formed by an organisational culture that affects patient perception throughout the care continuum (Beryl Institute), covering the various interactions patients go through with health care facilities, including their care starting from the care process plan by doctors, nurses, and other staff at the hospital. As part of the health care quality component, the patient experience (Patients Experience) includes several aspects of health care delivery that are highly valued by patients when they seek and receive care and actually do not require a lot of effort for health care providers to be able to make it happen, such as getting timely appointments, easy access to information, and good communication with health care providers.

Understanding the patient experience is a key step in patient-centred care. By looking at various aspects of the patient experience, one can assess the extent to which the patient receives care that is respectful and responsive to the needs, and individual values of the patient. Evaluating the patient experience along with other components such as the effectiveness and safety of care is essential to provide a complete picture of the quality of health care.

The terms patient satisfaction and patient experience are often used interchangeably, but the two are not the same. To assess the patient's experience, one must find out from the patient, whether something that should have happened in a health care setting (such as clear communication with the provider) actually happened or how often it happened. While patient satisfaction, on the other hand, is about whether patient expectations about health meetings are met. Two people who receive the exact same treatment, but have different expectations about how that treatment should be given, can give different satisfaction ratings because of their different expectations.

Health care providers who seek to understand the patient's perspective on their experience will gain a greater understanding of the patient experience. In addition, the patient's overall health and disease experience begins before they enter the health care system. Holistic experience from a patient perspective is essential for a complete understanding of their experiences in healthcare provider organisations.

I believe the growing focus of the patient experience is a very positive thing. Putting patients at the centre of information and trying to see what we do to patients from their point of view will be able to produce positive changes. What is still stuck is that until now the patient satisfaction survey is still used to measure patient experience. Patient satisfaction measurement is very important to be done by the hospital. But often the measurement of patient satisfaction does not provide an alternative strategy to improve the quality of service in hospitals. This is because patient satisfaction surveys often contain questions that fail to accurately describe the nature of the treatment experience (Harrison et al, 2015). It is different with patient experience that can dig up information about what actually happens when you get certain service patients, certain episodes, at health service facilities. With patient experience, it can be measured aspects that are considered important by patients or bring up things that can improve the quality of service according to the patient's view. The measurement of patient satisfaction through patient experience is expected to provide a strategy to develop the quality of hospital services.

By knowing the patient experience, we will have to take the time to ask our patients, what is important to them, about the ideal patient experience and what we can do as health care providers to be able to improve performance in providing services to patients.

Author: Dr. Rahmi Handayani, SpKJ