A patient satisfaction survey and educational package to improve the care of people hospitalised with COVID-19: a quality improvement project, Liverpool, UK

Wellcome Open Research

article

Muhammad Shamsher Ahmad¹  Scott Rory Hicks¹  Rebecca Watson¹  Rajia Akter Ahmed¹  Lewis Jones¹  Marcella Vaselli¹  Meng-San Wu¹  Fatima Hayat¹  Libuse Ratcliffe¹  Mark McKenna¹  Paul Hine¹  Sylviane Defres¹  Tom Wingfield¹ 

[1] Tropical and Infectious Disease Unit, Liverpool University Hospital NHS Foundation Trust;Clinical Infection Microbiology and Immunology, Institute of Infection and Global Health;Clinical Sciences and International Public Health, Liverpool School of Tropical Medicine;WHO Collaborating Centre for Social Medicine and Tuberculosis, Department of Global Public Health Sciences, Karolinska Institute

关键词: Coronavirus;    Covid-19;    patient satisfaction;    patient perspective;    patient feedback;    patient experience;    quality improvement project;   

DOI  :  10.12688/wellcomeopenres.17163.2

学科分类：内科医学

来源: Wellcome

【 摘 要 】

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) backgrounds. 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 backgrounds, 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.

【 授权许可】

CC BY