Implementing a real-time patient experience feedback in inpatient rehabilitation: Process evaluation informed by the normalisation process theory.

Autor: Struhar J; Shirley Ryan AbilityLab, Chicago, Illinois, USA., Walters T; Division of Occupational Therapy, School of Health and Rehabilitation Sciences, College of Medicine, The Ohio State University, Columbus, Ohio, USA., Gracz K; Shirley Ryan AbilityLab, Chicago, Illinois, USA., Sheth M; Shirley Ryan AbilityLab, Chicago, Illinois, USA., Fernandez A; Shirley Ryan AbilityLab, Chicago, Illinois, USA., Lopez C; Shirley Ryan AbilityLab, Chicago, Illinois, USA., Jesus TS; Division of Occupational Therapy, School of Health and Rehabilitation Sciences, College of Medicine, The Ohio State University, Columbus, Ohio, USA.; Center for Education in Health Sciences, Institute for Public Health and Medicine, Northwestern University Feinberg School of Medicine, Chicago, Illinois, USA.
Jazyk: angličtina
Zdroj: The International journal of health planning and management [Int J Health Plann Manage] 2024 Nov; Vol. 39 (6), pp. 1737-1754. Date of Electronic Publication: 2024 Aug 02.
DOI: 10.1002/hpm.3832
Abstrakt: Purpose: Near real-time patient experience feedback (NRTPEF) can enable a patient-centric, immediate service recovery but has not been widely used in inpatient rehabilitation. We 1) assess the utility, feasibility, and acceptability of implementing a new NRTPEF, perceived by patients and providers; and 2) understand how the NRTPEF became embedded into routine provider practices.
Materials and Methods: Mixed methods process evaluation of the 8-month implementation of an innovative NRTPEF in an inpatient rehabilitation unit, using interviews and focus groups with all the service-unit leaders and interviews with a randomised sample of patients. Beyond descriptive statistics and content analysis, the Normalisation Process Theory (NPT) informed a framework analysis.
Results: Patients and service-unit leaders perceived high utility in the NRTPEF (median: 9 for both; 0-10 scale) and qualitative comments emphasised the value of providing/obtaining timely feedback. The system was found feasible and acceptable for patients (median: 9.5), but with an improvement margin for providers (median: 7.3). Suggestions include strengthening the data-relay format. Even in the pilot form, providers found the NRTPEF became embedded into practice (median 10; average: 8.6). The analysis based on the NPT shows how providers saw differential value, engaged with, and used the patient feedback into reconfigured practices.
Conclusion: An innovative NRTPEF was found useful, feasible and acceptable, but with refinement opportunities before scale-up.
(© 2024 The Author(s). The International Journal of Health Planning and Management published by John Wiley & Sons Ltd.)
Databáze: MEDLINE
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