G514(P) Benefits of patient feedback in quality improvement of a local cystic fibrosis service

• Published in: Archives of disease in childhood Vol. 104; no. Suppl 2; p. A207
• Main Authors: Berry, L, Newson, TP, Smith, O
• Format: Journal Article
• Language: English
• Published: London BMJ Publishing Group LTD 01.05.2019
• Subjects: Communication; Community involvement; Community Relations; Community support; Cystic fibrosis; Family (Sociological Unit); Feedback; Feedback (Response); Hospitals; Medical personnel; Patients; Quality control; Quality improvement
• ISSN: 0003-9888; 1468-2044
• DOI: 10.1136/archdischild-2019-rcpch.498

AimEvaluate the impact of patient and family feedback in quality improvement of a Local Cystic Fibrosis Service.BackgroundCystic Fibrosis [CF] is a complex chronic disease which mandates patients and families to take on a heavy burden of treatment and regular attendance at clinics with many children requiring intensification of treatment in hospital or hospital at home [home IVs].Emphasis tends to be on a medical model of care which can mean parental or patient experience is not sufficiently considered in developing the service. In 2016 we started getting regular parental and parent feedback to help improve our service.MethodsAn anonymous questionnairre based on the CF Trust Standards of care was devised and then given to parents or patients in clinic or by post. In 2016 n=23 responses [78%] and 2017 n=22 responses [100%] out of 38 patients looked after by service.Results Table 1 CF Trust standards feedback. Suggestions from surveys were many but main themes were: improve communication between ward and community, better contact between community and hospital physiotherapist, local annual blood test would be good, community nurses communication, and use reminder texts and letters for appointments.OutcomeFollowing each questionairre a series of recommendations and action plans were drawn up to improve care.Make accessible Team in Clinic if not available follow up with telephone contactReduce repetitive questioning in clinicImprove staff hand hygieneFeedback issues of cleanliness to wardReview food availiable on ward re: CF requirementsImprove inpatient physiotherapyImprove communication between ward and communityJoint working with Tertiary Centre eg local bloodsEnhance Community support and have Parent representative on CF MDM Meeting.ConclusionParental and patient feedback is useful in both assessing a CF service but also looking for ways to develop and improve the patient experience. Feedback to patient and families about the changes we have made and improvements to address the issues raised by the survey is equally important in making the process of engaging with families a meaningful ongoing partnership.Abstract G514(P) Table 1CF Trust standards feedback Year of feedback Clinic observations completed Written plan Given Organisation Good Hand washing before contact Food and nutrition on ward good/excellent INfection control on ward Good Cleanliness good 2016100%93%87%89%66%82%72%2017100%100%93%87%75%91%82%Abstract G514(P) Table 2 Physio on ward goodFree text comments: 201666%very kind,team accessible, dedicated CF Nurse valued, 201791%always point of contact, works well with tertiary team, reassuring.