More than just measurement

Abstract

I have reviewed with pleasure the article by Kuluski et al. (2017) who posit that measures of patient experience are required to more effectively guide healthcare reform. While I am generally in support of the original paper, I argue in this commentary that: (1) measuring patient engagement experience should not be done in isolation from broader change management processes; (2) care must be taken to ensure that measures of patient experience are developed with rigor and do not further complicate the already vast performance metrics literature and, (3) any revised set of performance metrics requires ongoing evaluation, to help ensure its optimal value.