Write2me: using patient feedback to improve postconsultation urology clinic letters

Area of Science:

• Medical Communication
• Health Services Research
• Patient Experience

Background:

• Traditionally, outpatient clinic (OPD) letters were not shared with patients.
• New guidelines recommend direct patient communication for OPD letters.
• Ensuring readability, accuracy, and patient acceptance is crucial.

Purpose of the Study:

• To improve the quality and patient suitability of urology OPD letters.
• To assess patient feedback on shared OPD letters.
• To enhance patient understanding of their outpatient consultations.

Main Methods:

• Implemented paper-based prompts to encourage structured letter dictation.
• Utilized a 90-day improvement cycle with a quality improvement learning collaborative.
• Evaluated using Flesch Reading Ease Score, paragraph usage, letter structure, and patient feedback.

Main Results:

• 74% of patients found the improved letters easy to understand.
• 92% reported the letters were accurate and reflected their consultation.
• 72% felt the letters improved their understanding of the OPD visit.

Conclusions:

• Directly sharing improved OPD letters enhances patient understanding and satisfaction.
• The intervention successfully increased the quality and acceptability of OPD letters.
• Patients strongly prefer receiving direct communication following outpatient consultations.