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25 Are parent-reported experience measures a useful quality improvement tool in the care of the complex child?
  1. Jo Wray,
  2. Geralyn Oldham
  1. GOSH

Abstract

Introduction Parents are often asked to report on their experiences when their children receive health care but rarely are their experiences used to drive change. We aimed to develop and implement the systematic collection of parent experience data across a range of cardiothoracic services, using quality improvement methodology to implement change.

Methods We used Plan-Do-Study-Act methodology to develop parent-reported experience measures. Questionnaires were developed for services individually in collaboration with the clinical team and included service or condition specific questions and questions related to interactions with health professionals, communication and service delivery. Following data analysis a report was written for each team and they devised a Specific-Measurable-Achievable-Relevant-Timely (SMART) action plan. A summary of the findings and the improvements implemented were reported to parents with the questionnaire for the next cycle.

Results Surveys for 17 clinical services were developed during the first cycle, with 1876 parents asked to complete questionnaires. The overall response rate was 30%. Eight teams developed SMART plans, 3 of which have reviewed and reported back on their progress against their plan and started the second cycle. Particular challenges included lack of resources (time, finances, electronic data collection tools) and problems with actioning SMART plans. Teams engaged positively, recognising the importance of parent experience and actively seeking solutions to problems. Teams reported a positive response from parents to changes implemented from the SMART plan.

Conclusions Parent-reported experience measures are practical and acceptable quality improvement tools in health care but there are challenges related to resources, training and sustainability. Although some parents responded positively to perceived changes arising as a result of their responses, others may have perceived completion of the questionnaire to have had little impact, highlighting the need for further work with both clinical teams and parents to ensure understanding of the process and the outcomes.

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