3.302 Patient experience of supportive and palliative care services: designing, including, listening, evaluating, responding

Wheatley, Victoria, Gupta, Sarbari, Baker, Idris, Wooler, Lisa, Connell, Samantha and Taubert, Mark ORCID: https://orcid.org/0000-0003-0454-5609 2024. 3.302 Patient experience of supportive and palliative care services: designing, including, listening, evaluating, responding. Presented at: The 13th World Research Congress of the European Association for Palliative Care, Barcelona, Spain, 16 – 18 May 2024. EAPC Abstracts: Palliative Medicine. , vol.38 (S1) SAGE, pp. 165-166. 10.1177/02692163241242338

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Abstract

Background/aims: To embed collection and use of a Patient Related Experience Measure (PREM) within a Supportive and Palliative Care Service in South Wales. Methods: The National Clinical Programme for End of Life Care in Wales highlights the importance of gaining an understanding of patient experience by using structured Patient Related Experience Measures (PREMs), and consideration of the results to inform future service provision. The Supportive and Palliative Care Teams working within defined geographical areas in South Wales did not have consistent arrangements for collecting structured data on patient experience. Clinicians and non-clinical colleagues collaborated to design a process to invite and support as many patients as possible to provide feedback on their experience of the service. An iterative approach to design and implementation allowed optimisation of the process, including to prevent disruption of care by requests for feedback, and to enhance inclusion. The feedback received was used to alert clinicians and managers to parts of the service where change might be appropriate, and to inform discussions about service redesign. The importance of demonstrating to patients that the feedback received was being used, rather than just being collected, was underpinned by a ‘You Said, We Did’ approach, with appropriate information sharing. Results: We review milestones within the iterative design process, and highlight the importance of clinical engagement to optimise colleague participation; when identifying, inviting and supporting patients to provide feedback, and when using the feedback received to inform the delivery of future services. Conclusions: We summarise feedback, as well as reflecting on the successes and lessons learnt whilst implementing and embedding this approach, to collecting and utilising patient feedback about a Supportive and Palliative Care Service in South Wales.

Item Type:	Conference or Workshop Item (Poster)
Date Type:	Published Online
Status:	Published
Schools:	Medicine
Publisher:	SAGE
Date of Acceptance:	February 2024
Last Modified:	14 Jun 2024 15:45
URI:	https://orca.cardiff.ac.uk/id/eprint/169046

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