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

Tom Wingfield; Muhammad Shamsher Ahmad; Scott Rory Hicks; Rebecca Watson; Rajia Akter Ahmed; Lewis Jones; Marcella Vaselli; Meng San Wu; Fatima Hayat; Libuse Ratcliffe; Mark McKenna; Paul Hine; Sylviane Defres

doi:10.12688/wellcomeopenres.17163.2

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

Tom Wingfield, Muhammad Shamsher Ahmad, Scott Rory Hicks, Rebecca Watson, Rajia Akter Ahmed, Lewis Jones, Marcella Vaselli, Meng San Wu, Fatima Hayat, Libuse Ratcliffe, Mark McKenna, Paul Hine, Sylviane Defres

Research output: Contribution to journal › Article › peer-review

Abstract

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) background. 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 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.

Original language	English
Article number	222
Journal	Wellcome Open Research
Volume	6
DOIs	https://doi.org/10.12688/wellcomeopenres.17163.2
Publication status	Published - 25 Jan 2022

Keywords

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

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A patient satisfactionFinal published version, 2.22 MBLicence: CC BY

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Wingfield, T., Ahmad, M. S., Hicks, S. R., Watson, R., Ahmed, R. A., Jones, L., Vaselli, M., Wu, M. S., Hayat, F., Ratcliffe, L., McKenna, M., Hine, P., & Defres, S. (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 Research, 6, Article 222. https://doi.org/10.12688/wellcomeopenres.17163.2

@article{f41fd62c611c4b47921edf84b48d118b,

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

abstract = "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{\textquoteright}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. 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 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.",

keywords = "Coronavirus; Covid-19; patient satisfaction; patient perspective; patient feedback; patient experience; quality improvement project",

author = "Tom Wingfield and Ahmad, \{Muhammad Shamsher\} and Hicks, \{Scott Rory\} and Rebecca Watson and Ahmed, \{Rajia Akter\} and Lewis Jones and Marcella Vaselli and Wu, \{Meng San\} and Fatima Hayat and Libuse Ratcliffe and Mark McKenna and Paul Hine and Sylviane Defres",

year = "2022",

month = jan,

day = "25",

doi = "10.12688/wellcomeopenres.17163.2",

language = "English",

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journal = "Wellcome Open Research",

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Wingfield, T, Ahmad, MS, Hicks, SR, Watson, R, Ahmed, RA, Jones, L, Vaselli, M, Wu, MS, Hayat, F, Ratcliffe, L, McKenna, M, Hine, P & Defres, S 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 Research, vol. 6, 222. https://doi.org/10.12688/wellcomeopenres.17163.2

TY - JOUR

T1 - A patient satisfaction survey and educational package to improve the care of people hospitalised with COVID-19: a quality improvement project, Liverpool, UK

AU - Wingfield, Tom

AU - Ahmad, Muhammad Shamsher

AU - Hicks, Scott Rory

AU - Watson, Rebecca

AU - Ahmed, Rajia Akter

AU - Jones, Lewis

AU - Vaselli, Marcella

AU - Wu, Meng San

AU - Hayat, Fatima

AU - Ratcliffe, Libuse

AU - McKenna, Mark

AU - Hine, Paul

AU - Defres, Sylviane

PY - 2022/1/25

Y1 - 2022/1/25

N2 - 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) background. 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 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.

AB - 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) background. 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 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.

KW - Coronavirus; Covid-19; patient satisfaction; patient perspective; patient feedback; patient experience; quality improvement project

U2 - 10.12688/wellcomeopenres.17163.2

DO - 10.12688/wellcomeopenres.17163.2

M3 - Article

SN - 2398-502X

VL - 6

JO - Wellcome Open Research

JF - Wellcome Open Research

M1 - 222

ER -

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

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