Implementation of the Australian Hospital Patient Experience Question Set (AHPEQS): a consumer-driven patient survey

Abstract

ObjectiveIn 2018 the Australian Commission on Quality and Safety in Health Care released a new consumer driven Australian Hospital Patient Experience Question set. The objective was to explore the acceptability, adoption, appropriateness, feasibility, fidelity, penetration, resources and sustainability of implementing the AHPEQS, and to review which questions correlated with overall rating of care. MethodsThirty-six Australian private hospitals participated in the AHPEQS implementation over an 18-month period. ResultsResponses were analysed for 86 180 patient experience surveys. Positive patient experiences (Question 12) correlated most highly with Question 2 (My individual needs were met; correlation coefficient (CC) 0.45, P < 0.001), Question 4 (I felt cared for; CC 0.45, P < 0.001) and Question 9 (When I was in the hospital, I felt confident in the safety of my treatment and care; CC 0.44, P < 0.001). Day procedure patients rated their experience higher than overnight patients. Uptake was rapid across the 36 hospitals, with minimal resources and demonstrable acceptability, adoption, appropriateness, feasibility, fidelity, penetration and sustainability. ConclusionUtilising a consumer-driven survey highlighting treatment and care, assisted in enhancing staff engagement and continuous improvement in patient experience in acute, day procedure and rehabilitation hospitals. What is known about the topic?Patient experience in hospital is associated with healthcare quality, safety and outcomes. What does this paper add?From a consumer perspective, feeling cared for, having needs met and confidence in the safety of care, correlated with a positive patient experience. What are the implications for practitioners?Investing staff time and health service resources into a consumer-driven patient experience survey tool, which highlighted treatment and care, assisted in enhancing staff engagement and continuous improvement in patient experience in acute, day procedure and rehabilitation hospitals.

Patient perceptions of care quality and discharge information following same‐day cardiac catheterization laboratory procedures: A mixed‐methods study

“…A survey was already in use in the CCL for the purposes of monitoring care quality and consumer experience. The survey was derived from the Australian Hospital Patient Experience Question Set (AHPEQS) (Jones et al, 2021 ) and adapted for use in the health service by a committee of multidisciplinary healthcare professionals and consumers. The survey included 16 items about patients' confidence and trust in clinicians, the cleanliness of facilities, provision of information, education and discharge preparation.…”

Randomised, controlled, feasibility trial comparing vasopressor infusion administered via peripheral cannula versus central venous catheter for critically ill adults: a study protocol

“…The clinical outcomes will be: Days alive and out of hospital up to day-30 post-randomisation (DAH-30) Complications related to CVC and PIVC (local, regional or systemic) during ED and ICU stay: Need and reason for replacement Extravasation of infused fluid into tissues Leakage of infused fluid Tissue injury including – Skin erythema/irritation, Skin necrosis, Physician-determined need for phentolamine infiltration, Gangrene or other severe tissue injury requiring surgical intervention Central line associated blood stream infection Hospital and ICU length of stay Health related quality of life patient-reported outcome measure (PROM) using EuroQOL EQ-5D-5L at Day-30 follow-up Patient reported experience measure (PREM) using Australian Hospital Patient Experience Question Set (AHPEQS) [16] at Day-30 follow-up. All follow-up and outcome assessment will be performed by trained research coordinators based at Caboolture Hospital. The trial processes are described in Figure 1.…”

Implementing PROMS for elective surgery patients: feasibility, response rate, degree of recovery and patient acceptability

“…The PROM pre-pilot surveys aimed to invite up to 100 participants, the survey implementation at four pilot sites aimed to invite up to 2700 participants, and both were based on a sample of convenience. Based on a previous national survey response rate across the same heath service of 37% [22], the PROM survey response rate was also expected to be between 30-40%. The patient focus group aimed for up to 10 participants, and was conducted after the survey results were analysed to ensure the themes which emerged in the survey, were explored in the focus group.…”