Heart and Lung Directorate, Great Ormond Street Hospital for Children NHS Foundation Trust, Great Ormond Street London WC1N 3JH, UK.
Centre for Outcomes and Experience Research in Children's Health, Illness and Disability, Great Ormond Street Hospital for Children NHS Foundation Trust, Great Ormond Street, London WC1N 3JH, UK.
Int J Qual Health Care. 2020 Apr 27;32(2):140-148. doi: 10.1093/intqhc/mzaa001.
Patient experience is a core component of quality and service improvement. In the case of child health, it is parents who often report on their experiences of the child's healthcare. However, these parent experiences are rarely used to drive change. Our aim was to develop and implement the systematic collection of parent experience data across a range of cardiothoracic services, using quality improvement methodology to implement change.
Plan-Do-Study-Act methodology was used to develop parent-reported experience measures. Setting: Specialist children's hospital.
Parents of children under the care of one of a number of cardiothoracic services at the hospital.
INTERVENTION(S): Completion of questionnaires about hospital experience comprising quantitative and qualitative questions.
MAIN OUTCOME MEASURE(S): Response rates and completion of a specific-measurable-achievable-realistic-timely (SMART) action plan by the individual clinical teams.
During the first cycle 17 surveys were developed for different clinical services and questionnaires sent/given to 1876 parents. The overall response rate was 30% (15-100%). Clinical teams developed SMART plans following eight (47%) surveys; three teams have reviewed and reported back on their progress against their plan and started on the second cycle of questionnaires. Challenges included lack of resources (time, finances and electronic data collection tools) and problems with actioning SMART plans. However, teams engaged positively, recognizing the importance of parent experience and actively seeking solutions to problems.
Parent-reported experience measures are practical and acceptable quality improvement tools in healthcare but challenges need to be addressed, primarily related to resources, training and sustainability.
患者体验是质量和服务改进的核心组成部分。就儿童健康而言，通常是父母报告他们对孩子医疗保健的体验。然而，这些家长的体验很少被用来推动变革。我们的目标是开发和实施系统地收集一系列心胸服务中家长体验数据的方法，利用质量改进方法来实施变革。
使用计划-执行-研究-行动（Plan-Do-Study-Act）方法制定家长报告的体验衡量标准。背景：专门的儿童医院。
医院内若干心胸服务照顾下的儿童的父母。
完成有关医院体验的问卷，包括定量和定性问题。
个别临床团队的响应率和完成特定可衡量可实现现实及时（SMART）行动计划的情况。
在第一个周期中，为不同的临床服务开发了 17 项调查，并向 1876 名家长发送/提供了问卷。总体响应率为 30%（15-100%）。在八项（47%）调查后，临床团队制定了 SMART 计划；有三个团队审查并报告了他们对计划的进展情况，并开始了第二轮问卷。面临的挑战包括资源（时间、财务和电子数据收集工具）短缺以及实施 SMART 计划的问题。然而，团队积极参与，认识到家长体验的重要性，并积极寻求解决问题的方法。
家长报告的体验衡量标准是医疗保健中实用且可接受的质量改进工具，但需要解决主要与资源、培训和可持续性相关的挑战。
