Hospital and the Forgotten Experience: Thirty Years of Care, Waiting, and Silence[Hôpital et oubli du ressenti : trente ans de soins, d’attente et de silence]

This research examines how patients' lived experiences are incorporated into hospital organisations, drawing on an integrative literature review, Grounded Theory, and autoethnography. Based on thirty years of hospital experience used as an analytical lens, the study highlights a persistent gap between the theoretical recognition of the patient's voice and its limited influence on organisational decision-making. The analysis identifies twenty-one distinct meanings of the concept of "patient voice" in the literature, revealing a tendency to transform experiential accounts into managerial data—indicators, scores, and satisfaction metrics—at the expense of their lived and situated dimension. Mobilising insights from Bachelard, Weber, and Devereux, the research shows that the patient's voice is an organisational construct shaped by institutional norms, managerial tools, and governance practices. While experiential knowledge is increasingly acknowledged, its structuring power within healthcare organisations remains weak. This poster proposes an analytical framework to understand how organisations reformulate patient experience and interrogates the conditions required for its genuine integration into hospital governance.