Integrating patient-reported experience measures (PREMs) to enhance service quality in health care: a 10-year bibliometric analysis

Purpose Patient-reported experience measures (PREMs) are essential to the assessment of service quality and patient-centred care in the health-care system. However, the current body of literature on PREMs research is scattered and regionally skewed, which limits its global applicability. Therefore, this study aims to conduct a 10-year bibliometric analysis (2015–2024) of PREMs research. Design/methodology/approach A structured search of the Web of Science (WoS) database identified 584 relevant papers. VOSviewer and WoS analytics were used for scientific mapping of the hotspots and gaps. Findings A trend of rising interest in PREMs research in health-care services is observed; however, global integration and interprofessional collaborations remain limited. PREMs can be used to strengthen the evidence-based care for improved patient-centred service delivery. In addition, the study underscores the importance of PREMs as a strategic service performance measurement tool for patient engagement and its scope for the accomplishment of sustainable development goals. Originality/value This study consolidates the fragmented PREMs literature and identifies interdisciplinary linkages between service quality and patient experience. This research provides a service science-based exploration of PREMs as instruments for value co-creation and sustainable innovation in service quality in health-care systems. In addition to the bibliometric analysis, this study uses the findings to propose a conceptual model that positions PREMs at the core of participatory service design and ongoing quality improvement.