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Oct 24, 2018

BC Kidney Days 2018

OPTIMIZING THE UTILITY OF PATIENT EXPERIENCE SURVEYS TO ADVANCE THE QUALITY OF RENAL CARE

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patient experience

renal care

quality of care

patient engagement

Abstract

Abstract

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Keywords

patient experience

renal care

quality of care

patient engagement

Abstract

Introduction Patient experience reflects quality of care from the patients’ perspective and is an essential indicator for improvement in person-centred care. A variety of patient experience measures exist and are validated in various chronic disease populations. However, how the findings from the use of these tools may be utilized in guiding improvement in nephrology care is relatively understudied. Objectives We aimed to assess patient experience using a validated survey and to explore how the survey findings may be used to guide improvement in the continuum of nephrology care. Methods A validated 20-item instrument, Patient Assessment of Chronic Illness Care (PACIC) was mailed out to over 13,000 eligible patients receiving non-dialysis and dialysis care in BC. The returned surveys were descriptively analyzed by subscale as per the dimensions of the PACIC (patient activation, delivery system/ decision support, goal setting/ tailoring, problem solving, follow-up) provincially, by region and by modality of care. Priority matrix analysis was also performed to identify specific areas of improvement. Results Nearly 4,000 patients responded, amounting to a response rate 30%. More than 75% of patients who responded to the survey rated the overall quality of kidney services as “excellent” or “very good”. Based on the survey responses, the area of highest patient satisfaction was with the overall organization and delivery of care. Other highly rated areas included “patient activation” and “problem solving”. The survey results indicated areas that need improvement, including “goal setting” and “follow-up”. Priority matrices by modality identify unique opportunities for improvement that are otherwise not apparent from the conventional analysis by highlighting aspects of care that are highly associated with overall perception of the quality of kidney services. Conclusions Measuring patient experience across a diverse renal population is feasible and yields important insights to nephrology care professionals and health system decision-makers. When analyzed with respect to the overall perception of the quality of kidney services, the utility of PACIC results is enhanced. This work provides an important basis for collaboration with patients, provincial committees and regional programs in interpreting the survey results, identifying improvement opportunities and advancing culture change for person-centred kidney care together.

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© Copyright 2019 Morressier GmbH.
All rights reserved.