Patient Experience Management Ignores Mental Health: Suggestions for Health Care Organizations

Andrew S. Gallan, DePaul University
Mona Shattell, Rush University

This paper’s contributions include: (1) a brief capture of the existing state of patient experience measures and management; (2) highlighting the lack of incorporating mental health issues into patient experience measurement; (3) recommending more explicit acknowledgment and incorporation of mental health factors in patient experience measures and management; and (4) outlining how integrating mental health awareness and considerations into patient experience management provides the opportunity for improved processes, outcomes, and quality of life.

Gallan, Andrew S., and Mona Shattell (2015), “Patient Experience Management Ignores Mental Health: Suggestions for Health Care Organizations,” Issues in Mental Health Nursing, in “Comments, Critique, and Inspiration,” 36 (4), 311-314.