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



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) (2021) 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, 6. p. 222.

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Abstract

<ns3:p><ns3:bold>Background:</ns3:bold> 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.  </ns3:p><ns3:p> </ns3:p><ns3:p> <ns3:bold>Methods:</ns3:bold> 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).</ns3:p><ns3:p> </ns3:p><ns3:p> <ns3:bold>Results:</ns3:bold> 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.</ns3:p><ns3:p> </ns3:p><ns3:p> <ns3:bold>Conclusions:</ns3:bold> 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.</ns3:p>

Item Type: Article
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: 21 Jan 2022 14:38
Last Modified: 18 Jan 2023 21:15
DOI: 10.12688/wellcomeopenres.17163.1
Open Access URL: https://doi.org/10.12688/wellcomeopenres.17163.1
Related URLs:
URI: https://livrepository.liverpool.ac.uk/id/eprint/3147346