'I Accelerate' model: A grounded theory on conceptual framework of patient experience with nursing care in China

Abstract

Aim: To develop a conceptual framework of patient experience with nursing care.

Background: Patient experience includes several aspects of health care delivery that patients value highly when they seek and receive care and is now increasingly used to evaluate the quality of care. Nurses are the backbone of the health care system, and patient experience with nursing care significantly influences the overall patient satisfaction and hospital performance. However, the conceptual framework of patient experience with nursing care is not clear.

Method: This grounded theory study employed in-depth interviews with 37 inpatients between March and May 2020.

Results: An explanatory theoretical framework of the patient experience with nursing care emerged and was termed the 'I Accelerate' model; 'I Accelerate' stands for information and interpretation, appropriate attitude, close monitoring of progress, continuity of care, education, linking of the medical team, emotional support, responding to requests promptly, admission and discharge coordination, technical skills, and environment management, highlighting professional, emotional and coordinating functions of nurses.

Conclusions: This study resulted in a holistic nursing care model based on patients' views, values and preferences.

Implications for nursing management: To create a more therapeutic nurse-patient relationship and a more patient-centred health care system, hospital administrators, nursing managers and nursing practitioners should understand what patients desire and expect. Efforts should be made to explore the barriers and facilitators of using patient experience for quality improvement and to further determine how these patient-perceived attributes of nursing care can be rooted in the daily practice through organisational changes, culture shaping and staff education. There should be recognition of the potential need for psychological and emotional support, as well as of the importance of meeting communication and information needs.

Keywords: grounded theory; health services research; nurse roles; patient experience; patient perspective.