tetano
Editor, Senior Moderator
Wellcome Open Res
. 2021 Sep 3;6:222.
doi: 10.12688/wellcomeopenres.17163.1. eCollection 2021.
A patient satisfaction survey and educational package to improve the care of people hospitalised with COVID-19: a quality improvement project, Liverpool, UK
Muhammad Shamsher Ahmad[SUP] 1 2 [/SUP], Scott Rory Hicks[SUP] 1 [/SUP], Rebecca Watson[SUP] 1 [/SUP], Rajia Akter Ahmed[SUP] 1 [/SUP], Lewis Jones[SUP] 1 [/SUP], Marcella Vaselli[SUP] 1 [/SUP], Meng-San Wu[SUP] 1 [/SUP], Fatima Hayat[SUP] 1 [/SUP], Libuse Ratcliffe[SUP] 1 [/SUP], Mark McKenna[SUP] 1 [/SUP], Paul Hine[SUP] 1 3 [/SUP], Sylviane Defres[SUP] 1 2 3 [/SUP], Tom Wingfield[SUP] 1 2 3 4 [/SUP]
Affiliations
Abstract
Background: The perspectives and experiences of people hospitalised with COVID-19 have been under-reported during the coronavirus pandemic. We developed and conducted a COVID-19 patient satisfaction survey in a large university-affiliated secondary healthcare centre in Liverpool, UK, during Europe's first coronavirus wave (April-June 2020). The survey found that care was rated highly, including among people of Black Asian and Minority Ethnic (BAME) background. However, sleep-quality and communication about medications and discharge-planning were identified as areas for improvement. Methods: To improve care for people with COVID-19 admitted to our centre, we designed an educational package for healthcare professionals working on COVID-19 wards. The package, implemented in August 2020, included healthcare worker training sessions on providing holistic care and placement of "Practice Pointers" posters. Patient satisfaction was re-evaluated during the second/third COVID-19 waves in Liverpool (September 2020 - February 2021). Results: Across waves, most (95%) respondents reported that they would recommend our hospital to friends and/or family and rated overall care highly. Comparison of the responses of second/third-wave respondents (n=101) with first-wave respondents (n=94) suggested improved patient satisfaction across most care domains but especially those related to having worries and fears addressed and being consulted about medications and their side-effects. Conclusions: People admitted with COVID-19 to our centre in Liverpool, including those from BAME background, rated the care they received highly. A simple education package improved the feedback on care received by respondents between the first and second/third waves. These UK-first findings are informing regional strategies to improve person-centred care of hospitalised people with COVID-19.
Keywords: Coronavirus; Covid-19; patient satisfaction; patient perspective; patient feedback; patient experience; quality improvement project.
. 2021 Sep 3;6:222.
doi: 10.12688/wellcomeopenres.17163.1. eCollection 2021.
A patient satisfaction survey and educational package to improve the care of people hospitalised with COVID-19: a quality improvement project, Liverpool, UK
Muhammad Shamsher Ahmad[SUP] 1 2 [/SUP], Scott Rory Hicks[SUP] 1 [/SUP], Rebecca Watson[SUP] 1 [/SUP], Rajia Akter Ahmed[SUP] 1 [/SUP], Lewis Jones[SUP] 1 [/SUP], Marcella Vaselli[SUP] 1 [/SUP], Meng-San Wu[SUP] 1 [/SUP], Fatima Hayat[SUP] 1 [/SUP], Libuse Ratcliffe[SUP] 1 [/SUP], Mark McKenna[SUP] 1 [/SUP], Paul Hine[SUP] 1 3 [/SUP], Sylviane Defres[SUP] 1 2 3 [/SUP], Tom Wingfield[SUP] 1 2 3 4 [/SUP]
Affiliations
- PMID: 35118199
- PMCID: PMC8787571
- DOI: 10.12688/wellcomeopenres.17163.1
Abstract
Background: The perspectives and experiences of people hospitalised with COVID-19 have been under-reported during the coronavirus pandemic. We developed and conducted a COVID-19 patient satisfaction survey in a large university-affiliated secondary healthcare centre in Liverpool, UK, during Europe's first coronavirus wave (April-June 2020). The survey found that care was rated highly, including among people of Black Asian and Minority Ethnic (BAME) background. However, sleep-quality and communication about medications and discharge-planning were identified as areas for improvement. Methods: To improve care for people with COVID-19 admitted to our centre, we designed an educational package for healthcare professionals working on COVID-19 wards. The package, implemented in August 2020, included healthcare worker training sessions on providing holistic care and placement of "Practice Pointers" posters. Patient satisfaction was re-evaluated during the second/third COVID-19 waves in Liverpool (September 2020 - February 2021). Results: Across waves, most (95%) respondents reported that they would recommend our hospital to friends and/or family and rated overall care highly. Comparison of the responses of second/third-wave respondents (n=101) with first-wave respondents (n=94) suggested improved patient satisfaction across most care domains but especially those related to having worries and fears addressed and being consulted about medications and their side-effects. Conclusions: People admitted with COVID-19 to our centre in Liverpool, including those from BAME background, rated the care they received highly. A simple education package improved the feedback on care received by respondents between the first and second/third waves. These UK-first findings are informing regional strategies to improve person-centred care of hospitalised people with COVID-19.
Keywords: Coronavirus; Covid-19; patient satisfaction; patient perspective; patient feedback; patient experience; quality improvement project.