Past, Present & Future: Using Patients Experience & Expectations to Plan Care in a Large Academic Teaching Hospital

Background: Since July 2013, patients’ perceptions of nursing care are sought as part of the Nursing Metrics programme in a large academic teaching hospital. While the literature suggests that care should be taken when... [ view full abstract ]

Background:
Since July 2013, patients’ perceptions of nursing care are sought as part of the Nursing Metrics programme in a large academic teaching hospital. While the literature suggests that care should be taken when developing patient experience measures (Reay 2010), it is however, a valuable undertaking to seek input from patients and service users as they are key sources of “evidence” in the measurement of hospital performance indicators (Mc Cance et al. 2011: 1152). Additionally, our research indicates that nurses feel a sense of gratification in hearing what patients have to say about their care.

Aim and Objectives:
The researchers wished to determine the common themes in relation to the patients’ experiences and expectations of nursing care in the Hospital.

Methods:
Using a triangulation, mixed method design (Creswell and Plano Clark 2007), this was part of a larger study to evaluate the adoption of the Nursing Metrics System in the hospital. The approach involved four phases, one of which was the analysis of 18 months of qualitative ‘patient experience’ data. A purposive sample of five patients is selected from all 34 wards included in the quarterly Nursing Metrics audits where patients are asked questions about care they received whilst in hospital (Past & Present) and care that should ‘always happen’ in the hospitals (Future). Patients’ responses are recorded verbatim by the auditors.

Findings:
The major themes that emerged as important to patients were: nurses’ attitude and behaviour, professionalism, trust, communication, making time for patients and nurse staffing levels. Patients believe that all admissions to hospital should involve good communication, patient–centeredness as well as good hygiene standards and safe, high quality, competent care.

Conclusions & Implications:
Good communication with and among patients/all hospital staff is essential in ensuring a positive patient experience. The behaviour, attitudes and professionalism displayed by nursing staff has a perceived impact on the patient experience and the quality of care received. Patients want to be treated as individuals with something of value to offer regarding their care. They feel they should be listened to and made to feel safe and cared for during their hospital stay.