Ahmad, Muhammad Shamsher, Hicks, Scott Rory, Watson, Rebecca, Ahmed, Rajia Akter, Jones, Lewis, Vaselli, Marcella, Wu, Meng-San, Hayat, Fatima, Ratcliffe, Libuse, McKenna, Mark et al (show 3 more authors)
(2022)
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 Res, 6.
222-.
Abstract
<h4>Background: </h4> 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. <h4>Methods: </h4>: 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). <h4>Results: </h4>: 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. <h4>Conclusions: </h4>: 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.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Coronavirus; Covid-19; patient satisfaction; patient perspective; patient feedback; patient experience; quality improvement project |
| Divisions: | Faculty of Health and Life Sciences Faculty of Health and Life Sciences > Institute of Infection, Veterinary and Ecological Sciences |
| Depositing User: | Symplectic Admin |
| Date Deposited: | 03 May 2022 15:13 |
| Last Modified: | 18 Jan 2023 21:04 |
| DOI: | 10.12688/wellcomeopenres.17163.2 |
| Open Access URL: | https://wellcomeopenresearch.org/articles/6-222/v2 |
| Related URLs: | |
| URI: | https://livrepository.liverpool.ac.uk/id/eprint/3154227 |
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