Use of an Information Pack to Improve Relative’', Friend’' and Carer’' Satisfaction With the Admission Process in an Older Adult Inpatient Service: A Quality Improvement Project

AIMS: We performed a Quality Improvement Project in an inpatient Old Age Adult ward to increase patients’ relatives, friends and carers’ (RFCs’) knowledge about important aspects of hospital admission, through the provision of an information pack. By increasing this knowledge, we aimed to improve RFC satisfaction surrounding the admission process. Previously published evidence has shown that increasing the perception of involvement of RFCs in a patient's admission promotes greater satisfaction within this group. Adequate information provision is regarded as an important part of promoting perceived involvement; conversely, a lack of information provision and communication has been associated with dissatisfaction with hospital admissions among RFCs. METHODS: Using a survey directed towards members (n=9) of the ward MDT, we identified several topics relating to hospital admission that were regarded as high priority for inclusion in an information pack. MDT members were also asked about their perception of RFC satisfaction in the admission process. RFCs (n=8) were asked how well-informed they felt about these topics with a separate survey, and their level of satisfaction with the admission process. An information pack was created based on the results of these surveys and distributed to RFCs. The RFC survey was then repeated to assess improvements in RFC knowledge and satisfaction. RESULTS: Perceived RFC satisfaction among staff members prior to the publication of the information pack was lower than actual RFC satisfaction. RFC satisfaction with and knowledge about the admission process increased following the distribution of the care pack. CONCLUSION: Admission information packs can be used on inpatient old age wards to improve patient family, friend and carer knowledge and satisfaction.