Capturing the patient experience through PREMs and PROMs (HAS 2025 version)

The legal and regulatory framework for the patient experience in healthcare

Within the health and social-care sector, factoring in the patient experience is a lever for improving the quality and relevance of medical care. Since France's Kouchner Act of March 4, 2002, patients have been recognized as active participants in the health system and therefore legitimately positioned to contribute their expertise to the safety and quality of care.

This is why the Haute Autorité de Santé (HAS), France's national health authority, stresses the importance of the patient's perspective, in particular in the 2025 version of its certification framework, where it dedicates objective 1.4 to involving patients in the life of the facility. Criterion 1.4-02 thus emphasizes factoring in patient satisfaction and experience.

In this context, PREMs (Patient-Reported Experience Measures) and PROMs (Patient-Reported Outcome Measures), supported by national programs such as e-Satis, play a central role. Digitalising them is therefore key to making it easier to collect, analyze, and use the data drawn from the patient experience.

Issues and expectations around patient surveys

Many BlueKanGo clients use the QHSE solution to carry out audits as well as to run surveys of staff and patients. This is the case, for example, at a clinic in the Bouches-du-Rhône region which, as part of an ongoing effort to improve quality and the patient experience, had already deployed patient satisfaction questionnaires at day 0 and day 7.

Wanting to continue and deepen the move toward paperless evaluation, the initial effort carried on with the introduction of new PREM- and PROM-type patient questionnaires, in particular the KOOS (knee conditions) and SF-12 questionnaires. The clinic will thus have structured, reliable, and usable data to better measure patients' experience and perceived health status throughout their care pathway.

This development is also part of an effort to anticipate and prepare for the next HAS certification, planned for early 2027, by strengthening the tools for tracking quality, satisfaction, and the patient experience, while relying on a solution the teams already know well.

BlueKanGo for digitalising the patient experience

Working with the clinic's Quality Assurance Manager, BlueKanGo proposed a custom solution. It was agreed to digitalise the KOOS and SF-12 questionnaires along with the calculation of key indicators and the continuous-improvement pathway.

• Specific access rights so patients can log in remotely, away from the clinic. These are provided to patients before their hospital stay. Patients independently complete the questionnaires on BlueKanGo at each stage of their pathway (before, during, and after their hospital stay).

• Centralizing and linking the various questionnaires for a single patient so their health status can be tracked over time. Responses can be exported to PDF and printed if needed.

• The data is automatically consolidated in a dashboard highlighting response rates by question and section, as well as overall mental and physical health indicators.

• The results must be confidential and accessible only to the quality department for processing, which can then present them at Quality Steering Committee meetings.

• The corrective actions defined are added to the overall action plan in BlueKanGo. Alert and follow-up workflows enable the designated owners to carry out the actions, and an effectiveness check can also be done in the field once an action is validated.

Concrete benefits of digitalising the surveys

The data from patient surveys is now strictly confidential. It is no longer reworked or manipulated, which ensures its reliability. Thanks to digitalised collection and automatic consolidation, healthcare professionals and the Quality Assurance Manager save valuable time, which they can devote to higher-value tasks in the field.

What is more, these clear, automatically compiled indicators provide a concrete view of patient care. Strategic decisions are then made on solid data, allowing effective corrective and preventive actions to be put in place.

Outlook and next steps

The clinic plans to digitalise other patient questionnaires on BlueKanGo, which it will be able to configure on its own thanks to the training already completed.

In preparation for its HAS healthcare certification planned for early 2027, the clinic will also find value in the BlueKanGo self-assessment framework. This tool makes it possible to prepare for certification by measuring against the objectives through the rating of the various criteria. The clinic can add attachments and draw up a specific action plan. These actions are then integrated into the overall BlueKanGo action plan, providing a 360-degree view of the healthcare facility's QHSE.