Abstract
In recent years, there has been an increasing interest in patient experience measurement. The goal is to determine the shortcomings in healthcare services and improve the overall care paradigm to meet patient needs. Traditional methods for measuring patient experience have many limitations such as, survey length, infrequent sampling frequency, slow feedback, and a failure to integrate results into improving care. In this paper, we develop a location aware system, called PJM system, to measure patient experience in real time. It facilitates the analysis of results by stakeholders in order to highlight shortcomings in the service. We use a Bluetooth Low Energy based iBeacon. Our system consists of a smartphone application that senses the user location through iBeacon technology to deliver relevant content based on the location. It also includes a web-based platform with two interfaces: one for the patient experience admin and the other is for the patient experience decision-maker. The system gives the stakeholders the ability to design the patient's journey through the healthcare service. Also gives decision makers the ability to view survey results in a visual way. Visualisation is adopted as a means of presenting the survey results in an effective and efficient manner. This helps the decision makers obtain information in a rapid and efficient manner, thus enabling the identification of issues requiring rectification or improvement. Performance and user acceptance tests showed that the proposed system has many benefits.