The development of a patient partnership programme and its impact on quality improvements in a comprehensive haemophilia care service
The development of a patient partnership programme and its impact on quality improvements in a comprehensive haemophilia care service
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DOI：
10.1111/j.1365-2516.2012.02885.x
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发表时间：
2012-11-01
期刊：
影响因子：
3.9
通讯作者：
Mckee, G.
中科院分区：
文献类型：
--
作者：
Grogan, A.;Coughlan, M.;Mckee, G.
一直以来，我们都认为病人对服务质素的贡献是不可或缺的。我们已经开发了一个全面的血友病服务的质量评估和改进模型，并描述了该过程中产生的问题和改进。该项目采用行动研究方法。从血友病服务中心招募了7名患者作为初始焦点组。初步探讨的主题如下：病人的经验，门诊，住院和周末服务和提供信息。焦点小组的数据进行了分析，使用基本内容分析。最初的焦点小组确定的主题是需要优化年度审查、急诊护理和住院设施。此后，血友病护理团队致力于改善这些问题。在第二个焦点小组中，患者参与程度较高。协助患者解决突出问题，如ID警报卡内容和紧急服务护理算法。最后，建立了一个病人小组，与血友病小组的关系变成了直接谈判和伙伴关系，以解决服务中的问题。参加血友病综合护理服务的患者的期望和需求是复杂的。将患者作为合作伙伴纳入患者参与的最高级别的过程逐渐发展并证明是一种有效的服务评估和开发方法，促进了横向决策，不仅直接改善了护理，而且改善了用户体验。
It has long been advocated that patient input in service quality development is essential. We have developed a model of quality evaluation and improvement within a comprehensive haemophilia service, and describe the issues and improvements that resulted from the process. The project utilized an action research methodology. Seven patients were recruited from the haemophilia service for the initial focus groups. The main themes initially explored were as follows: patient experience of the outpatient, inpatient and weekend services and provision of information. The focus group data were analysed using basic content analysis. The main themes the initial focus group identified were the need to optimize the annual review, emergency care and inpatient facilities. Following this, the haemophilia care team worked on improving these issues. At the second focus group the patients contributed at a higher level patient participation. Patients assisted in addressing outstanding issues such as ID alert card content and the algorithm of care for emergency services. Finally, a patient panel was developed and the relationship became one of direct negotiation and partnership with the haemophilia team to address issues within the service. The expectations and needs of patients attending the haemophilia comprehensive care service are complex. The process of including patients as partners at the highest level of patient involvement evolved and proved an effective method of service evaluation and development, facilitating lateral decision-making, not only improving care directly, but also improving the user experience.