Evaluating the patient experience of an emergency burns assessment service in a UK burn unit using a service user evaluation questionnaire and process mapping |
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| Institution: | 1. Burns Unit, Queen Victoria Hospital, Holtye Road, East Grinstead, West Sussex, RH19 3DZ, UK;2. Primary Care & Public Health Department, Brighton & Sussex Medical School, Watson Building, Falmer, BN1 9PH, UK;1. Department of Medicine, VCU School of Medicine, Richmond, Virginia;2. University of California School of Public Health, Berkeley, California;1. Department of Burns, Plastic & Maxillofacial Surgery, VM Medical College & Safdarjung Hospital, Delhi, India;2. School of Medicine, Griffith University, Gold Coast, Australia;1. Department of Burns & Plastic Surgery, Lok Nayak Hospital and associated Maulana Azad Medical College, New Delhi, 110 002;2. Amity Institute of Psychology and Allied Sciences, Amity University, Sector 125, Noida, Uttar Pradesh , 201303, India;1. Graduate Program in Morphofunctional Sciences, School of Medicine, Federal University of Ceará (UFC), Rua Delmiro de Farias, Rodolfo Teófilo, Postal code: 60430170, Fortaleza, CE, Brazil;2. Drug Research and Development Center (NPDM), Federal University of Ceará (UFC), Rua Cel. Nunes de Melo, 1000 – Rodolfo Teófilo, Postal code: 60430-275, Fortaleza, CE, Brazil;3. Burn Treatment Center, Dr. José Frota Institute, Rua Barão do Rio Branco, 1816 – Centro, Postal code: 60025-061, Fortaleza, CE, Brazil;4. Graduate Program in Pharmacology, School of Medicine, Federal University of Ceará (UFC), Rua Cel. Nunes de Melo 1127 – Rodolfo Teófilo, Postal code: 60430-275, Fortaleza, CE, Brazil;1. Burn Center of Imam Khomeini Teaching Hospital, Urmia University of Medical Sciences, Urmia, Iran;2. Patient Safety Research Center, Urmia University of Medical Sciences, Urmia, Iran;3. School of Nursing and Midwifery, Urmia University of Medical Sciences, Urmia, Iran |
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| Abstract: | An evaluation of the patient experience, from referral to first assessment, at an outpatient emergency burns assessment service in a UK burn unit. All patients attending their first appointment were invited to complete a questionnaire, covering patient expectations following referral, their journey to the hospital and an evaluation of the appointment. Process mapping was used to map the patient journey within the department and identify functional bottlenecks and waits.35 new patients completed the questionnaire over a four-week period in February 2019. 70% of respondents had received no printed information about their condition or the hospital prior to the appointment and 28% of patients did not know what to expect from attending the clinic. Patients incurred high direct and indirect costs in order to attend their appointments. 86% patients felt more confident about looking after their injury following their appointment. The patient journey through the clinic was observed for 19 patients; four functional bottlenecks were identified. The longest waits were for clinical photography and completion of nursing paperwork.A multimodal approach to this quality improvement project has enabled the service to identify process bottlenecks and through consultation with stakeholders, develop staff training and patient information to improve the service. |
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| Keywords: | Burn units Quality improvement Referral and consultation Surveys and questionnaires |
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