Busby, Amanda

Farrington, Ken

Hawkins, Janine

Mackintosh, Lucy

Silver, Christina

Stannard, Catherine

English

University of Hertfordshire Research Archive

School of Life and Medical SciencesDepartment of Psychology, Sports Sciences and GeographyBackground and Aims• UK Kidney Association (UKKA) and Kidney Care UK (KCUK) Patient Reported Experience Measure (PREM) is a validated questionnaire (2018) • The questionnaire is sent out annually to receive data on patient experience, with 39 questions specifically focussing on  13main aspects of Kidney care with a final free text response question:“If there is any other aspect of your experience of kidney care that you would like to comment on that has not already been covered, during COVID-19 or another time, please tell us below” Method• Overall, the PREM 2020 received 7370 comments in the response to the free text question• This was analysed and coded using QDA Miner, a qualitative data analysis programme.• Firstly text retrieval was used to collect all comments including buzz words such as ‘no comment’ ‘none’ ‘nil’ ‘nothing’ and coded as ‘nothing to add’ • Additionally, search terms to code as ‘Everything okay’ and ‘no change’ were also used• Next using the ‘cluster extraction’ function, all comments that included similar words were grouped together to be coded as one. This allowed for comments relating directly to the main 13 domains of the PREM to be coded quickly.• The remaining non coded comments were filtered out and coded individually• During the quality check stage, comments including patient examples of areas for improvements were noted and coded under the category of ‘Patient Suggestions’Results.• 92 total comments received further coding under the category of ‘Patient Suggestions’• There were 5 codes under this category: Quick Wins, After Covid-19 Suggestions, Suggestions for long term, Potentially Solved Solutions, FAQs• Although, all the suggestions made are important to consider, the concept of Quick Wins was intriguing and became a focus of investigation• Quick wins were defined as the suggestions for improvements to patient experience of kidney care that could be implemented with apparently little effort• Comments related to a variety of issues, with themes including COVID-19 testing, transplant information, information packs, PatientView and support groups.ConclusionWhilst kidney teams may often feel frustrated or powerless to improve patient experience if faced with systemic and structural challenges, this study shows how there are opportunities for simple changes to be made that would have a real positive impact on patient experience.Improving patient experience of kidney care, one comment at a time: A mixed methods analysis of Kidney PREM 2020 patient commentsMackintosh, L. 1, Silver, C. 2, Busby, A. 1, Stannard, C. 3, Hawkins, J. 1  Farrington, K. 41 School of Life and Medical Science, University of Hertfordshire, UK; 2 Qualitative Analysis Data Services; 3 UK Kidney Association, UK; 4 Lister Hospital, East & North Hertfordshire NHS Trust, Stevenage, UK.“Would like chair next to weighing scales so don't have to bend for bags off floor losing balance.”(56-74, White, Sat HD)It would be good to have feedback from the team about the results of blood test between appointments. (56-74, White, Tx)“Probably diet sheets would be a good idea.”(56-74, White, CKD)More information about transplant coordinators as have no idea who they are or how to write to donors family. (<55, White, Tx)I personally would like to know more about my condition. For example things happen to me and then I get told oh yes that's part of kidney disease(<55, White, CKD)It will helpful if a sandwich could be supplied especially for diabetes patients(56-74, Black, In-centre HD) “It is much helpful for patient if staff could smile to their patients and not frowning because it gives negative vibes to us as patient”(<55, Asian, PD)

Improving patient experience of kidney care, one comment at a time: A mixed methods analysis of Kidney PREM 2020 patient comments

http://uhra.herts.ac.uk/bitstream/2299/25459/1/UKKW_Poster.pdf

Improving patient experience of kidney care, one comment at a time: A mixed methods analysis of Kidney PREM 2020 patient comments

Abstract

Similar works

Full text

Available Versions

University of Hertfordshire Research Archive