An exercise in the prioritization of patient experience dimensions: What is important and for whom? A resource allocation simulation

IntroductionPatient experience (PX) is now recognized as the third pillar of healthcare quality, with evidences linking PX dimensions to improved clinical outcomes. As health systems shift toward value-based care, understanding which aspects of care citizens value most is essential for aligning services with their expectations and improving health outcomes.MethodologyThis study explores how citizens (n = 78; 29 men, 49 women) prioritize PX dimensions, through a simulation conducted during an open day at a University Hospital. Participants at the PX team's outreach stand received information on seven PX dimensions-Information, Therapeutic education, Physical environment, Participation in service governance, Shared decision-making, Professional accessibility, and Respectful treatment-identified through literature and over 70 focus groups. Each was asked to allocate a simulated 500€ budget across these dimensions using play money. Color-coded envelopes were distributed based on gender identity.ResultsParticipants prioritized Professional accessibility (22%), followed by Therapeutic education (17%) and Respectful treatment (17%). Shared decision-making (12%), Information (11%), Participation (11%), and Physical environment (10%) followed. Gender differences were observed: while both men and women placed highest value on Professional accessibility (21%), men favoured Therapeutic education (19% vs 16%), while women prioritized Respectful treatment (18% vs 14%).ConclusionsThese findings highlight the potential of participatory approaches to reveal citizens' true priorities, informing more targeted, equitable, and people-centred strategies. By aligning PX improvements with dimensions citizens value most, particularly accessibility, education, and respectful care, healthcare systems can enhance both responsiveness and overall quality.