Analysis of the Experience-Based Design Feedback Data on a National Scale

Area of Science:

• Gerontology
• Healthcare Quality Improvement
• Patient Experience Research

Background:

• The UK population includes 10 million individuals aged 65+, with a significant number experiencing frailty, defined as progressive loss of physiological and social function.
• Developing effective services for frail older adults necessitates understanding their experiences within acute care settings.

Purpose of the Study:

• To evaluate patient feedback tools developed using experience-based design for frail older adults.
• To identify key touchpoints and patient emotions within accident and emergency and acute medical units.

Main Methods:

• Analysis of data from 609 respondents across 12 hospitals.
• Focus on common emotions and comments at critical patient journey stages.

Main Results:

• Overall, patients reported mostly positive experiences during their hospital stay.
• Negative emotions and comments were concentrated during the admission, initial assessment, and discharge preparation phases.

Conclusions:

• Future quality improvement initiatives should prioritize enhancing communication during patient admission and discharge processes.
• Experience-based design tools are valuable for assessing and improving care for frail older patients.