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The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care

Patient experience is central to the delivery of excellent healthcare. As such it is enshrined within the 2015 NHS outcomes framework, a set of indicators against which quality in healthcare is measured. A variety of tools are available to quantify patient experience across clinical settings. When c...

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Autores principales: Baker, Paul, Tytler, Beverley, Artley, Angela, Hamid, Khalid, Paul, Rajat, Eardley, William
Formato: Online Artículo Texto
Lenguaje:English
Publicado: British Publishing Group 2017
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5522972/
https://www.ncbi.nlm.nih.gov/pubmed/28824804
http://dx.doi.org/10.1136/bmjqir.w7046
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author Baker, Paul
Tytler, Beverley
Artley, Angela
Hamid, Khalid
Paul, Rajat
Eardley, William
author_facet Baker, Paul
Tytler, Beverley
Artley, Angela
Hamid, Khalid
Paul, Rajat
Eardley, William
author_sort Baker, Paul
collection PubMed
description Patient experience is central to the delivery of excellent healthcare. As such it is enshrined within the 2015 NHS outcomes framework, a set of indicators against which quality in healthcare is measured. A variety of tools are available to quantify patient experience across clinical settings. When combined with a framework for continued data collection and suitable mechanisms for analysis, feedback, and intervention, these tools allow improvements in patient care and clinical services to be realised. In response to an increasing number of patient complaints and friends and family scores below the trust average within our orthopaedic department we instituted an improvement programme in March 2015. The programme was based around the Picker Patient Experience 15 questionnaire and aimed to improve friends and family test scores, reduce complaints and improve patient experience scores over an 18-month period. An improvement model including baseline measurement and 2 improvement cycles over an 18-month period was used. Initial benchmarks for practice were created by referencing national data allowing problem areas of care to be identified and interventions to address these developed. This process identified areas for improvement including improving staff awareness and engagement with patient experience, improving staff and patient communication and ensuring patients were aware and involved in plans for their own care. Actions to address these issues resulted in a 38% decrease in patient complaints, a >10% increase in patient experience, and improvements in patient satisfaction and friends and family scores.
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spelling pubmed-55229722017-08-18 The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care Baker, Paul Tytler, Beverley Artley, Angela Hamid, Khalid Paul, Rajat Eardley, William BMJ Qual Improv Rep BMJ Quality Improvement Programme Patient experience is central to the delivery of excellent healthcare. As such it is enshrined within the 2015 NHS outcomes framework, a set of indicators against which quality in healthcare is measured. A variety of tools are available to quantify patient experience across clinical settings. When combined with a framework for continued data collection and suitable mechanisms for analysis, feedback, and intervention, these tools allow improvements in patient care and clinical services to be realised. In response to an increasing number of patient complaints and friends and family scores below the trust average within our orthopaedic department we instituted an improvement programme in March 2015. The programme was based around the Picker Patient Experience 15 questionnaire and aimed to improve friends and family test scores, reduce complaints and improve patient experience scores over an 18-month period. An improvement model including baseline measurement and 2 improvement cycles over an 18-month period was used. Initial benchmarks for practice were created by referencing national data allowing problem areas of care to be identified and interventions to address these developed. This process identified areas for improvement including improving staff awareness and engagement with patient experience, improving staff and patient communication and ensuring patients were aware and involved in plans for their own care. Actions to address these issues resulted in a 38% decrease in patient complaints, a >10% increase in patient experience, and improvements in patient satisfaction and friends and family scores. British Publishing Group 2017-06-16 /pmc/articles/PMC5522972/ /pubmed/28824804 http://dx.doi.org/10.1136/bmjqir.w7046 Text en © 2017, Published by the BMJ Publishing Group Limited. For permission to use (where not already granted under a licence) please go to http://www.bmj.com/company/products-services/rights-and-licensing/ This is an open-access article distributed under the terms of the Creative Commons Attribution Non-commercial License, which permits use, distribution, and reproduction in any medium, provided the original work is properly cited, the use is non commercial and is otherwise in compliance with the license. See: http://creativecommons.org/licenses/by-nc/2.0/http://creativecommons.org/licenses/by-nc/2.0/legalcode
spellingShingle BMJ Quality Improvement Programme
Baker, Paul
Tytler, Beverley
Artley, Angela
Hamid, Khalid
Paul, Rajat
Eardley, William
The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
title The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
title_full The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
title_fullStr The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
title_full_unstemmed The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
title_short The use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
title_sort use of a validated pre-discharge questionnaire to improve the quality of patient experience of orthopaedic care
topic BMJ Quality Improvement Programme
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5522972/
https://www.ncbi.nlm.nih.gov/pubmed/28824804
http://dx.doi.org/10.1136/bmjqir.w7046
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