Seeking Patient Feedback

Richard, Meghan L.; Parmar, Monica P.; Calestagne, Paula P.; McVey, Lynne

doi:10.1097/ncq.0b013e3181d5c055

Cited by 21 publications

(7 citation statements)

References 22 publications

(31 reference statements)

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“…Our finding around ensuring that patient information needs are met is a key strategy for patient-centred care and has been associated with improved quality of care [42,43] and increased patient satisfaction [43-45]. Further there is growing interest in finding meaningful ways to engage patients and their caregivers in transitional care that promotes optimal health and minimizes the risk of errors [46-48].…”

Section: Resultsmentioning

confidence: 99%

Clinicians’ views on improving inter-organizational care transitions

Jeffs

Lyons

Merkley

et al. 2013

BMC Health Serv Res

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BackgroundPatients with complex health conditions frequently require care from multiple providers and are particularly vulnerable to poorly executed transitions from one healthcare setting to another. Poorly executed care transitions can result in negative patient outcomes (e.g. medication errors, delays in treatment) and increased healthcare spending due to re-hospitalization or emergency room visits by patients. Little is known about care transitions from acute care to complex continuing care and rehabilitation settings. Thus, a qualitative study was undertaken to explore clinicians’ perceptions of strategies aimed at improving patient care transitions from acute care hospitals to complex continuing care and rehabilitation healthcare organizations.MethodsA qualitative study using semi-structured interviews was conducted with clinicians employed at two selected healthcare facilities: an acute care hospital and a complex continuing care/rehabilitation organization, respectively. Analysis of the transcripts involved the creation of a coding schema using the content analyses outlined by Ryan and Bernard. In total, 31 interviews were conducted with clinicians at the participating study sites.ResultsThree themes emerged from the data to delineate what study participants described as strategies to ensure quality inter-organizational transitions of patients transferred from acute care to the complex continuing care and rehabilitation hospital. These themes are: 1) communicating more effectively; 2) being vigilant around the patients’ readiness for transfer and care needs; and 3) documenting more accurately and completely in the patient transfer record.ConclusionOur study provides insights from the perspectives of multiple clinicians that have important implications for health care leaders and clinicians in their efforts to enhance inter-organizational care transitions. Of particular importance is the need to have a collective and collaborative approach amongst clinicians during the inter-organizational care transition process. Study findings also suggest that the written patient transfer record needs to be augmented with a verbal report whereby the receiving clinician has an opportunity to discuss with a clinician from the acute care hospital the patient’s status on discharge and plan of care. Integral to future research efforts is designing and testing out interventions to optimize inter-organizational care transitions and feedback loops for complex medical patients.

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Section: Resultsmentioning

confidence: 99%

Clinicians’ views on improving inter-organizational care transitions

Jeffs

Lyons

Merkley

et al. 2013

BMC Health Serv Res

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“…This represents a potential area of improvement as wait times are highly salient to patient experiences [70] and patients who experienced lengthy wait times were more likely to report significantly lower levels of satisfaction and perceive shorter consultation times [34]. Inadequate consultation times were also reported as a barrier to oncology outpatient care.…”

Section: Results Of Individual Studiesmentioning

confidence: 99%

A systematic review of barriers to optimal outpatient specialist services for individuals with prevalent chronic diseases: what are the unique and common barriers experienced by patients in high income countries?

Fradgley

Paul

Bryant

2015

Int J Equity Health

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Health utilization and need assessment data suggest there is considerable variation in access to outpatient specialist care. However, it is unclear if the types of barriers experienced are specific to chronic disease groups or experienced universally. This systematic review provides a detailed summary of common and unique barriers experienced by chronic disease groups when accessing and receiving care, and a synthesized list of possible health service initiatives to improve equitable delivery of optimal care in high-income countries. Quantitative articles describing barriers to specialist outpatient services were retrieved from CINAHL, MEDLINE, Embase, and PyscINFO. To be eligible for review, studies: were published from 2002 to May 2014; included samples with cancer, diabetes mellitus, osteoporosis, arthritis, ischaemic heart disease, stroke, asthma, chronic pulmonary disorder (COPD) or depression; and, were conducted in high-income countries. Using a previously validated model of access (Penchansky and Thomas’ model of fit), barriers were grouped according to five overarching domains and defined in more detail using 33 medical subject headings. Results from reviewed articles, including the scope and frequency of reported barriers, are conceptualized using thematic analysis and framed as possible health service initiatives. A total of 3181 unique records were screened for eligibility, of which 74 studies were included in final analysis. The largest proportion of studies reported acceptability barriers (75.7 %), of which demographic disparities (44.6 %) were reported across all diseases. Other frequently reported barriers included inadequate need assessment (25.7 %), information provision (32.4 %), or health communication (20 %). Unique barriers were identified for oncology, mental health, and COPD samples. Based on the scope, frequency and measurement of reported barriers, eight key themes with associated implications for health services are presented. Examples include: common accommodation and accessibility barriers caused on service organization or physical structure, such as parking and appointment scheduling; common barriers created by poor coordination of care within the healthcare team; and unique barriers resulting from inadequate need assessment and referral practices. Consideration of barriers, across and within chronic diseases, suggests a number of specific initiatives are likely to improve the delivery of patient-centered care and increase equity in access to high-quality health services.Electronic supplementary materialThe online version of this article (doi:10.1186/s12939-015-0179-6) contains supplementary material, which is available to authorized users.

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“…Finding ways to deliver ‘high-quality, person-centred care is central to [NHS] policy, and has been driven by rising demands, financial pressures, concerns about standards of care and a greater focus on the ‘consumer’s’ perspective’ ( 2 , p1). 3 Patient experience is now widely recognised, alongside clinical effectiveness and safety, as a critical element of high-quality healthcare, while patient satisfaction has been shown to be ‘positively associated with a range of health, resource use and safety outcomes’ (p1). 2 Embedding the results of patient satisfaction and experience surveys into care delivery has been shown to lead to improved understanding of patients’ expectations, 4 which in turn can result in improved health outcomes for patients.…”

Section: Introductionmentioning

confidence: 99%

“… 2 According to the WHO, 34% of adults in need of palliative care require it due to cancer. 8 Richard and colleagues 3 underscore the particular need to evaluate patient satisfaction and experience with cancer care because of the diversity of patients, patients’ complex care needs and the increased survivorship of people diagnosed with cancer. For the NHS in England—the healthcare system under focus in the present study—patient experience features among four key metrics used to rate cancer care services commissioned by local systems.…”

Section: Introductionmentioning

confidence: 99%

“… 12 13 Variables that have been found to influence patients’ satisfaction with cancer care include waiting times, availability and frequency of contact with healthcare providers, interpersonal aspects of care, patient-centred care, continuity of care and the physical environment in which care is provided. 3 Corner et al 14 carried out a qualitative content analysis on free-text responses to a postal questionnaire on experiences of cancer treatment services in England. Approximately one-fifth (19%) of their respondents described experiences of excellent care during the treatment phase, while just 8% reported negative experiences.…”

Section: Introductionmentioning

confidence: 99%

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Cancer services patient experience in England: quantitative and qualitative analyses of the National Cancer Patient Experience Survey

Brookes

Baker

2022

BMJ Support Palliat Care

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ObjectivesTo examine patients’ responses to the English National Cancer Patient Experience Survey to understand what proportions of patients give positive and negative feedback, and to identify themes in responses which drive evaluations.MethodsData comprise 214 340 survey responses (quantitative ratings and free-text comments) dated 2015–2018. The proportions of patients giving each quantitative rating (0–10) are compared and free-text comments are analysed using computer-assisted linguistic methods in order to ascertain frequent thematic drivers of positive and negative feedback.ResultsPatients were most likely to give a most positive score of 10 (38.25%), while the overwhelming majority (87.12%) gave a score between 8 and 10. Analysis of 1000 positive comments found that most respondents (54%) praised staff’s interpersonal skills. Other frequent themes of positive feedback included treatment standards, staff’s communication skills, speed of diagnosis and treatment, and staff members’ technical competence. The most prominent themes in the negative comments were communication skills, treatment standards and waiting times for appointments and test/scan results, and delays and cancellations to appointments and operations.ConclusionStandards of treatment and staff’s communication skills are prominent themes of positive and negative feedback. Staff’s interpersonal skills are more likely to be praised than criticised, while negative feedback is more likely to focus on issues around time (ie, delays and long waits). Clarity and honesty in communication about the lengths and causes of waits and delays are likely to increase patient satisfaction.

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Seeking Patient Feedback

Cited by 21 publications

References 22 publications

Clinicians’ views on improving inter-organizational care transitions

Clinicians’ views on improving inter-organizational care transitions

A systematic review of barriers to optimal outpatient specialist services for individuals with prevalent chronic diseases: what are the unique and common barriers experienced by patients in high income countries?

Cancer services patient experience in England: quantitative and qualitative analyses of the National Cancer Patient Experience Survey

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